Dispute resolution

Gallagher dispute resolution customer commitment

Our Internal Dispute Resolution (IDR) procedure is in place to ensure that you have access to an impartial review of any issues you experience with our services.

How to make a complaint

If you have a concern about Gallagher, please contact your broker or the branch manager of your local branch and explain the issues that you are dissatisfied with. If your concerns are complex we may ask you to put them in writing.

If your broker or branch manager is unable to resolve your complaint within 14 days you may ask for the matter to be escalated for IDR review by the Gallagher Risk and Compliance team or you may contact the Risk and Compliance team directly on: 1800 068 000 or by emailingcomplaints@ajg.com.au or privacy@ajg.com.au (for privacy related complaints). When we receive a complaint we will acknowledge it in writing within three business days.

The Risk and Compliance team will investigate any complaint received and may request information from you to better understand your complaint. The Risk and Compliance team will aim to respond to you in writing within 21 days, however if we require more time to investigate and respond we will contact you to agree an alternative timeframe.

What to do if you are not satisfied with Gallagher’s response

If you are not satisfied with the response provided you may want to contact the Financial Ombudsman Service (FOS).

FOS is an independent external dispute resolution body approved by the Australia Securities and Investment Commission. FOS resolves disputes at no charge to you and has the authority to deal with certain financial services disputes within its Terms of Reference. In addition, FOS has a limited jurisdiction to deal with privacy complaints. FOS can be contacted at:

Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
T 1300 780 808
E info@fos.org.au
www.fos.org.au

Contact us

If you have questions about the complaints process or the progress of your complaint please contact the Risk and Compliance team directly on: 1800 068 000 or by emailing complaints@ajg.com.au or privacy@ajg.com.au (for privacy related complaints).