Selectus view complaints seriously. The following avenues of review are available where Selectus services have not satisfied agreed service standards or have failed in another way.

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Please note
Written correspondence must be sent to the complainant for all resolved complaints. The letter should include:

• A summary of the complaint;
• The final decision;
• An explanation of how the complaint was resolved (e.g. whether an apology, rectification of the error that occurred or compensation for the loss suffered by the complainant was given based on each circumstance); and
• The complainant's right to refer the complaint to the relevant External Dispute Resolution body if not satisfied with the final decision.

In case there is no resolution of the Complaint within 45 days, or if the Complainant wishes to do so, the complaint can be referred to Financial Ombudsman Service (FOS). For access to FOS, the dollar amount of the complainant's claim must be below $280,000.

External Dispute Resolution Contacts

Financial Ombudsman Service (FOS)