Make a Complaint

Macey Insurance Brokers is committed to providing excellent service to our valued customers. However, we understand that sometimes issues may arise, and you may need to make a complaint. If you have a concern or a complaint about our services or products, we want to hear from you. Here’s a step-by-step guide on how to make a complaint with Macey Insurance Brokers that is compliant with the Australian Financial Complaints Authority (AFCA).

Step 1: Contact Macey Insurance Brokers
The first step in making a complaint is to contact Macey Insurance Brokers directly. You can do this by calling our Complaints Officer at 02 4421 5055 or by sending an email. You can also visit our office in person at Level 2, 24 Berry Street Nowra NSW 2541.  

Step 2: Provide Details of Your Complaint
When you contact Macey Insurance Brokers, please provide as much detail as possible about your complaint. This may include the nature of the issue, the policy or service involved, and any relevant dates or transactions. Providing clear and specific information will help us better understand your concerns and work toward a resolution.

Step 3: Allow Macey Insurance Brokers to Investigate
Once you have lodged a complaint, Macey Insurance Brokers will acknowledge receipt of your complaint. Our team will investigate your complaint thoroughly and in a timely manner. We may need to contact you for additional information or clarification during the investigation process. Rest assured, we take all complaints seriously and will make every effort to resolve the issue to your satisfaction.

Step 4: Receive a Written Response
After completing the investigation, Macey Insurance Brokers will provide you with a written response that outlines the findings of our investigation and any proposed resolution. We will strive to provide a timely response, or as otherwise required by the AFCA.

Step 5: Seek Assistance from the Australian Financial Complaints Authority (AFCA)
If you are not satisfied with the response from Macey Insurance Brokers, or if your complaint remains unresolved, you have the option to escalate your complaint to AFCA. The AFCA is an external dispute resolution scheme that handles complaints about financial products and services, including insurance. You can contact the AFCA by visiting their website at or by calling their hotline at 1800 931 678.

Step 6: Provide Feedback to Macey Insurance Brokers
At Macey Insurance Brokers, we value feedback from our customers, whether it is a complaint or a compliment. Your feedback helps us improve our services and processes. Even if your complaint has been resolved, we encourage you to provide feedback on your experience. We appreciate your input and are committed to continually improving our services to better serve our customers.

In conclusion, if you have a complaint about Macey Insurance Brokers, we encourage you to follow the steps outlined in this guide, which are compliant with the Australian Financial Complaints Authority (AFCA). Our team is dedicated to addressing your concerns and finding a satisfactory resolution. We value your business and are committed to providing excellent customer service.

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