Complaints and Disputes
Our commitment
BCB is committed to providing our customers with excellent service and quality products. We strive to continually improve our standards and complaints play an important role in identifying areas where our service may not have met your expectations.
BCB subscribes to the Insurance Brokers Code of Practice and is a member of the Australian Financial Complaints Authority (AFCA). We are therefore committed to the fair, transparent and timely resolution of disputes.
If you’re dissatisfied with your experience, we’d like you to tell us.
Complaints we can't respond to but may be able to assist with
BCB can’t respond directly to complaints about decisions made by insurers or others, such as claim outcomes and performance of loss adjusters or other suppliers engaged by the insurer.
However, we will refer your complaint to the appropriate firm for response. We’ll notify you in writing about why we are unable to respond to your complaint and we’ll help facilitate a response from the firm on your behalf.
Where we are waiting on a response from another party, we’ll keep you informed of any progress but we have no control over when that party will respond.
Complaints we can respond to
- Where BCB has provided advice which you believe to be incorrect or unsatisfactory.
- Where BCB has not responded to an enquiry within a reasonable time frame.
- Any situation where you are unhappy with the way our service has been delivered.
- Where the conduct of staff or BCB via social media or other published information has been discriminatory, rude, or offensive.
How we will resolve your complaint
- Confirm receipt of your complaint in writing within one business day of your notification.
- Respond to your complaint within 30 calendar days from notification unless the complaint is resolved within five business days or we’re unable to take further action to address the complaint.
- Provide an explanation and an apology where necessary.
- Advise you how we’ll rectify the issue or advise why the issue cannot be rectified.
- Provide claims advocacy, including support of your complaint to the insurer or other party and facilitation through their Internal Dispute Resolution process.
- Treat your complaint seriously and endeavour to reach a mutually agreeable outcome.
- Advise we require more time to meaningfully address your complaint.
How to make a complaint
BCB is a people business and we value our relationships.
If your complaint is with, or about, a staff member, and you can’t resolve the issue with the staff member, please ask for your complaint to be escalated. A senior staff member will review your complaint and contact you to discuss and/or provide a written response.
Please make sure your complaint provides a clear outline of the situation, what did or did not occur that you are unhappy with, and what you believe should have happened.
You can lodge your complaint via email to complaints@bcb.com.au. Don’t forget to include your name and contact information.
Our offices are currently largely unmanned due to COVID-19 restrictions, so any complaints sent via post may experience considerable delay before being viewed. We encourage you to contact us via email at complaints@bcb.com.au
What if we can’t resolve your complaint?
If BCB is unable to resolve your complaint to your satisfaction, you can refer the matter to AFCA.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001
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Why Choose BCB?
BCB is Australia’s largest specialist strata insurance broker and one of the 475 strong Steadfast Group member network.
With over 25 years’ experience partnering with strata managers, BCB offers scale, market leading technology and technical expertise for strata and community living property and related insurances.
Working in the interests of the owners, BCB provides dedicated broking resources and a full market solution, complimented in-house claims expertise, including for large and catastrophic events.
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