Making a Complaint
We strive to provide our clients with excellent customer service and always welcome their views. If you are unhappy with any of our products or services, please let us know as soon as possible so that we can try to resolve the problem.
How to make a complaint
A complaint is an expression of dissatisfaction made to or about EBM, related to our products, services, team members or the handling of a complaint, where a response or resolution is expected by you or legally required.
If you would like to make a complaint, please contact your EBM Account Manager or our Complaints Manager on 1300 755 112 or firstname.lastname@example.org.
You can express your complaint in writing, by telephone or in person:
Phone: 1300 755 112
Online via EBMs complaint form at the bottom of the page
Post: Complaints Manager, EBM, PO Box 1065, West Perth WA 6872
In person at any EBM location
To assist us in resolving your concerns quickly and efficiently, please provide as much information as you can about your complaint.
We are here to support clients who may be going through vulnerable circumstances such as financial hardship, family violence, illness or other. If you need assistance and have a complaint, please refer to our Vulnerable Client Policy for details about how we can assist you.
We are committed to helping and supporting people experiencing vulnerability and will take extra care to assist you in the most effective way possible.
We will allow your representatives (including financial counsellors, legal representatives, family, friends and members of parliament) to lodge complaints on your behalf.
If your complaint relates to an insurer product, services or insurer staff, we will clarify and confirm that with you and promptly advise the relevant insurer of your complaint.
EBM’s Complaint Resolution Response (Internal Dispute Resolution Response)
We will acknowledge receipt of your complaint promptly within one business day of receiving it or as soon as practicable. We will provide you with contact details for the person responsible for handling your complaint.
EBM will investigate your complaint and keep you informed of the progress of our investigation at least every 10 days. In cases where further information or investigation is required from you, we will contact you with the details.
If your complaint is resolved to your satisfaction within 5 business days, we will provide written confirmation to you.
If the claim is not resolved to your satisfaction within or after 5 business days from the day it was received, we will provide you with a written response that will include the final outcome of the complaint.
You have a right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied with the outcome.
If EBM rejects or partially rejects your complaint, we will clearly set out the reasons for the decision by:
- Identifying and addressing the issues raised by you
- Setting out our findings on material questions of fact and referring to the information that supports those findings
- Providing you with enough detail for you to understand the basis of our decision and to be fully informed when deciding whether to escalate the matter.
We will resolve your complaint in writing no later than 30 calendar days from the day it was received.
Complaint Management Delay Exception
If the resolution of your complaint is particularly complex or there are circumstances beyond our control causing complaint management delays (i.e. information has to be obtained from third parties or you are unable to respond to us), we will provide you with a delay notification before the expiration of 30 calendar days as indicated above.
In that notification, we will advise of the reasons for our delay and your right to complain to AFCA if you are dissatisfied.
What to do if you are not satisfied with EBM’s response
If you are not satisfied with the outcome or our handling of your complaint, you have the right to take your complaint to AFCA.
AFCA independently assists consumers and small businesses to make and resolve complaints about financial firms (including insurance brokers or insurance companies). Their service is free to the public.
EBM is a member of this scheme and we agree to be bound by its determination about a dispute. Please note that before AFCA can investigate your complaint, they do require you to have first provided us with the opportunity to address the complaint.
Time limits may restrict your ability to make complaints to AFCA. Please contact AFCA or consult the AFCA website for more details.
The details to lodge a complaint with AFCA are:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
If your complaint falls outside the AFCA Rules, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
EBM subscribe to and are bound to the NIBA Insurance Brokers Code of Practice. If you believe we breached the Code, you can inform the Insurance Brokers Code Compliance Committee (IBCCC) for investigation of the breach.
Telephone: 1800 931 679 (free call within Australia)
Mail PO Box 14240
Insurance policies issued by us with Lloyd’s Underwriters when we or our related entity (CoverLink Pty Ltd) are acting as their agent
If your policy of insurance is underwritten by certain underwriters at Lloyd’s and EBM related entity (CoverLink Pty Ltd) have arranged the policy as an agent of a Lloyd’s underwriter under a binder agreement, different complaints procedures apply: (https://bit.ly/3FaLPTw)
If CoverLink Pty Ltd cannot resolve your complaint to your satisfaction within 10 business days, CoverLink will escalate the matter to Lloyd’s Australia who will determine if it is to be reviewed by their office in Australia or the Lloyd’s UK Complaints team.
You will be provided with a final decision within 30 calendar days from the date on which you made the complaint.
If your complaint is not resolved to your satisfaction within 30 calendar days, you may refer it to AFCA.
If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or seek independent legal advice.
Lloyd’s Australia contact details:
Lloyd’s Australia Limited
Suite 1603/1 Macquarie Place
SYDNEY NSW 2000
Lloyd’s UK contact details:
Walter Bourke Way
+44 (0) 20 7327 5693