Feedback and Complaints

Feedback and Complaints

At National Seniors, we're here to help you when help is needed, but we know sometimes this may not be as easy as it sounds. If you have experienced a less than helpful exchange with us then we'd welcome your feedback.

The below outlines the process for complaints which relate to any area of our National Seniors Travel business.
If you have a complaint about National Seniors feel free to contact our Customer Relations Team by post, email or telephone.

Post
Cerberus Customer Relations
PO Box A975,
Sydney South, NSW, 1235

Phone

1300 625 229

Email

idr@cerberusrisks.com

Cerberus will acknowledge your complaint within 5 business days and provide you with the contact details of the person handling your complaint. We will respond to your complaint within 15 business days. If more time is needed to collect necessary information or complete any further investigation required, Cerberus will agree with you a reasonable alternative timeframe.


Dispute Resolution Process


If you are not satisfied with the response to your complaint, you should contact the Lloyd’s General Representative in Australia for consideration under their dispute resolution process. You can contact Lloyd’s at:

Post
Lloyd's Underwriters' General Representative in Australia
Level 9, 1 O'Connell St
Sydney NSW 2000

Phone
+61 2 8298 0700
Your dispute will be acknowledged within 5 working days of receipt, and Lloyd’s will send a final response on behalf of the Underwriters within 15 business days.


Independent Review


If we are unable to resolve your complaint within 8 weeks of receiving your original complaint, or if you are still not satisfied with the outcome, you can choose to have your complaint independently reviewed by the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA can be contacted at:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001