Complaints policy

As part of our customer service focus Rapid Solutions has implemented a Complaints Policy, this enables you, as our valued client, to be able to let us know of a problem or complaint that you have with our service and be confident that we will resolve your problem.

As part of our Complaints Policy, Rapid Solutions are members of the Financial Ombudsman Service (FOS).

The FOS is Rapid Solutions External Dispute Resolution provider and offers free consumer service designed to help resolve complaints between financial service providers and their clients.

 What to do if you have a problem

If you have a problem or complaint with our service no matter how large or small, we would like to hear from you. To lodge a complaint you can contact your Client Services Officer (CSO) or deal directly with our Complaints Officer Liz Smith, by telephone or in writing.

Under our Complaints Policy we acknowledge that you have the right to complain and to have the complaint handled. Complaints provide us with feedback about our service.

To read about our Dispute Handling Procedure please click here.

Resolving your problem

All Rapid Solutions staff are committed to an efficient and fair resolution to your complaint. We will endeavour to have your complaint resolved internally as quickly as possible. We believe that the sooner we can resolve your complaint the better for all.

If you are unsatisfied with the outcome determined by the CSO or Complaints Officer, you can have it referred to the Rapid Solutions Internal Dispute Resolution Committee (IDRC). If after this we are still unable to reach a satisfactory result to your complaint, we will refer the matter  to the FOS, or you may also refer it to FOS if you feel you haven't been given a satisfactory result.

Financial Ombudsman Service (FOS) Limited

The FOS is there to represent you fairly as it is overseen by a board of directors which consists of two consumer representatives, two industry representatives and an independent chairman.

The FOS will seek to gain a solution that is acceptable to all parties.  This solution is binding on us but not on you.

If your complaint still remains unresolved the FOS will refer the matter to a Referee for a final determination, this determination again is binding on us but not on you.

The FOS does have Terms of Reference, please contact us if you would like a copy or you can visit their website at www.fos.org.au, or contact them on 1800 367 287.

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