Compliments And Concerns
We listen to understand and act.
At MUTU, our aim is to understand your needs and how we can help you achieve your goals, by working hard for you and maintaining lasting relationships we know this can be achieved.
By understanding you we are able to quickly address any immediate concerns you may have and continually improve our services to you.
If your expectations have not been meet, we want you to hear from you. We know you will want to compliment us on things we have done well and other times you may wish to tell us how we can improve.
We welcome your feedback at all times and place the highest of value and respect on what you have to say.
Compliments and Concerns
We pride ourselves on relationships and understanding you, this is how we are able to quickly address any immediate concerns you may have and continually improve our services to you.
We know you will want to compliment us on things we have done well and other times you may wish to tell us how we can improve.
Compliments
We are always grateful to know that we have succeeded in helping you achieve your goals.
If you would like to reach out please do so by using the details below, this way we can further encourage our team to continue their great work to help you meet your goals.
Concerns
If, for any reason, you do not feel that you have received the highest standard of service from us, we absolutely encourage you to share this with us. We believe our process makes it easy for you to tell us of your concerns so we can address them quickly and fairly.
If you wish to contact us by mail or email, please be sure to provide as much detail as possible about your complaint.
Keeping you in the loop
If you have lodged a complaint with us, we will always treat you fairly and with respect, we will acknowledge your complaint within 24 hours and keep you updated as things progress. It will always be our aim is to work to resolve all complaints as soon as reasonably possible and inform you of the outcome and the reasons for our decision. If you should wish to contact us at any time to ask for an update we welcome you to do so.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority:
Online: https://www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.