Virgin Money Super Customers
If you have a problem or need to make a complaint
At Virgin Money, we recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, you can contact us using the following details.
- Call our helpline on 1300 652 770
- Email us: MSALCustomer.Complaints@mercer.com
- Write to us at: Complaints Officer, GPO Box 4303, Melbourne VIC 3001
We can help you in a number of languages, simply ask for a translator when you call.
How your complaint will be handled
These are the steps we will take when dealing with your complaint.
- acknowledge your complaint within one business day of receipt, or as soon as practicable.
- assess and investigate your complaint fairly, objectively and without bias.
- ask you for further information when necessary to properly consider and make a decision in relation to your complaint.
- provide you a written response of the outcome of the investigation, addressing the issues you have raised and what to do if you are not satisfied with the decision or response. If your complaint was resolved within five days, a written response will not be provided unless you request one or the Trustee is otherwise required to do so.
How long will it take?
Our aim is to resolve your complaint on the spot, or where not possible, within 5 working days. If we need further time, we will let you know. A response will be provided as soon as possible and within the maximum timeframes required under the relevant legislation.
The maximum timeframes are outlined in the following table.
Complaint Type Maximum Resolution Complaints about superannuation (excluding complaints about death benefit distributions) No later than 45 calendar days after receiving the complaint Complaints about superannuation death benefit distributions No later than 90 calendar days after the expiry of the 28 calendar day period for objecting to a proposed death benefit distribution
In certain circumstances (such as where a complaint is particularly complex, or circumstances outside our control causes delays), we may be unable to provide you with a response within these timeframes. If this is the case, we will provide you with a notification advising the reasons for the delay, as well as your rights to complain to the Australian Financial Complaints Authority (AFCA).
If you’re not satisfied with the way your complaint is being managed
If you are not happy with the way your complaint has been handled, or with its outcome, you are able to complain to the Australian Financial Complaints Authority (AFCA).
AFCA provides a fair and independent complaint resolution service that is free to consumers. There are some time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision. For more details about referring a complaint to AFCA, how AFCA handle complaints, and time limits that may apply, contact AFCA directly.