FinancialServices
Get a quote ↗CLIENT COMPLAINTS
Speak up.
We will record it.
You will receive a BM complaint reference number, and your complaint will receive the attention of our management team through BM One.
FAIR · TRACEABLE · ACCOUNTABLE
A clear route to resolution.
We treat complaints as service records that require ownership, evidence and a documented outcome. Urgent privacy, security, fraud or unfair-treatment concerns are prioritised automatically.
Internal turnaround targets
Privacy, data or security1h acknowledgement8 business-hour resolution target
Fraud, misconduct or unfair treatment2h acknowledgement16 business-hour resolution target
Claim handling or claim communication4h acknowledgement40 business-hour resolution target
Sales, advice or product explanation4h acknowledgement24 business-hour resolution target
Premium, payment or receipt8h acknowledgement40 business-hour resolution target
Policy administration or documents8h acknowledgement40 business-hour resolution target
Service delay or no response8h acknowledgement24 business-hour resolution target
Catering, décor or event service8h acknowledgement24 business-hour resolution target
Other complaint8h acknowledgement40 business-hour resolution target
Targets are internal service standards, not a promise that every matter can be finally resolved within the period. Complex matters may require documents, underwriting, insurer, compliance or external investigation.RECOGNISE GOOD SERVICE
Would you like to send a compliment?
Tell us about a BM staff member, team or service that made a positive difference. You will receive a reference number, and management will receive the record for recognition and service improvement.
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