Compliments and Complaints
We are committed to resolving your complaint in a courteous, timely and fair manner, based on treating customer fairly principles.
Compliment Us
Had a great experience with LegalWise? We would love to hear about it! Share your feedback on any of these platforms:
Lodge Your Complaint
Please select the category that best describes your complaint and follow the instructions below.
To lodge a complaint about our Paralegal Services, Member Administration or sales, please provide the following information:
- Your full name and contact details
- Your Membership or ID number
- Details of your complaint, including relevant dates
- How you would like your complaint resolved.
To lodge a complaint about the administration of your claim or your Network Lawyer, please provide:
- Your full name and contact details
- Your Membership number and claim reference number
- Name of the Network Lawyer or Claims Department.
- Details of your complaint, including relevant dates.
- How you would like your complaint resolved.
Important Deadlines
- You have 90 days from the date of the repudiation to lodge an objection
- You have 365 days from the date of repudiation to institute legal action
If your claim has been repudiated and you wish to dispute the decision:
- Submit a written objection within 90 days of the repudiation date
- Include all supporting documentation and reasons for your dispute
- We will reconsider the matter and let you know our decision within 10 days
- If you remain dissatisfied, you may request an external Referee review
- We will inform you of the Referee’s recommendation and our final decision, within 15 days of receiving the recommendation.
- Legal action must be instituted within 365 days of the repudiation
It is important that you provide us with all relevant information
- Your full name and contact details
- Your Membership number and claim reference number
- Name of the Network Lawyer or Claims Department.
- Details of your complaint, including relevant dates.
- How you would like your complaint resolved.
Escalate Your Complaint
If your complaint remains unresolved after following Step 1, you may escalate to the following Ombudsman.
FAIS Ombudsman
Complaints relating to sales or advice provided by a financial adviser, broker or financial planner
National Financial Ombudsman Scheme
For general complaints relating to financial services
Anonymous Whistleblowing
If you wish to report unethical or dishonest behaviour by any LegalWise employee, you can do so anonymously through our confidential whistleblowing channel.