Complaints procedure

If you have a complaint please talk to us about it.

While we hope it doesn’t happen, we understand that sometimes things don’t go as smoothly as you would like. When this happens, please let us know so that we can fix the situation quickly and fairly. We have set up a process that ensures the right people hear about and address your complaint:

1. Talk to the person who handled your enquiry or claim

Concerns can often be resolved straight away by talking to us. Please contact the person who handled your enquiry or claim and explain the situation to them. If you have any information that we weren’t aware of that would help us review the matter, please let us know. Alternatively, you can fill out our complaint form online. Complete the online form

2. Talk to the branch manager

If you feel uncomfortable dealing with the person handling your enquiry or claim, or you are not satisfied with their response, please contact the branch manager. The branch Manager will consider all your concerns and carry out a full review, keeping you informed of the progress and will work to resolve your complaint as quickly as possible.

3. Take it to our general manager

If you are still dissatisfied after taking the matter to the office manager, you can take your complaint to our general manager. Please include the name(s) of the staff you have already spoken with and any other information you feel will help us. If you have a particular outcome in mind, please let us know. Our general manager will review your complaint independently of the Tower staff involved. We will keep you informed of the progress of your complaint and strive to be prompt and fair in our assessment.

4. For more information or to make a complaint, please call or visit one of our branches: