COMPLAINTS SUPPORT
Raise a concern clearly.
A clear chronology and a specific outcome sought can help a complaint move through the right process.
PREPARE THE RECORD
Separate facts, dates and the outcome you want.
- Product, service or interaction concerned
- Key dates and what happened
- Reference numbers or correspondence
- Steps already taken to resolve the issue
- The outcome or remedy you are requesting
Avoid sending unnecessary sensitive information
Start with a concise summary. Pallife can confirm what supporting information is required and the appropriate channel for it.
Prepare a complaint enquiryESCALATION
Use the applicable complaints process.
The correct escalation path depends on the entity, service and product involved. Request the current complaints policy and, where relevant, the details of the appropriate external dispute-resolution or regulatory channel.