Pentagon is committed to upholding high standards of Integrity in our Industry and delivering exceptional service to our clients. However , we recognize that on occasion we may fall short of your expectations and when that happens we will respond to your concerns.
If you are unhappy with our service and are thinking about complaining, this section sets out how you can make a complaint. If you have already complained to Aristocrat, it explains the process to follow and what you can expect to happen next.
How to Complain
If you wish to complain about Pentagon, you may do so in writing (email, fax or letter), over the phone or during face to face meeting. You may raise your concerns directly with your normal point contact or the person handling a specific issue for you (such as claims) or if you prefer, you may raise it directly with our compliance team (see contact details hereunder).
Our Process
If your complain is straight forward, we will endeavour to deal with it immediately and informally by phone or email . Otherwise we will
- Allocate your complaint to one of our complaint handlers.
- Acknowledge the complaint in writing within five working days and advise you who is responsible for Investigating the complaint.
- Resolve your complaint as soon as possible – but if we cannot do so within two weeks we will send you an update on our progress and an indication of when we expect to send you our final response.
- Investigate your complaint and send you a final response setting out our decision and the reason behind it.
What to do if you are unhappy with our response
If you feel we have not dealt with your complaint properly, or you are dissatisfied with our final response, you can ask for the decision to be reviewed either by Insurance Ombudsman or the Commissioner of Insurance who is the chief government adviser on Insurance related matters.