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Complaints Procedure

What to do if you have a complaint?

Happy Hearts understands that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.

The complaints process and the times for each step are outlined below. We aim to work within these timeframes and keep you informed of the progress of your complaint. In the unlikely event that your complaint is not resolved within a maximum of 14 business days, you may wish to access external review options such as the Financial Ombudsman Service whose contact details appear below.

Step 1: Please contact us first

The first thing you should do is email us about your concerns. Our Complaints Officer may be able to resolve the complaint for you. If not, they will refer you to, or you may request to speak to a Manager.

Email us

The Manager will attempt to respond to your complaint as soon as possible. If they require more information, they will aim to respond within 7 business days of receipt of your complaint.

We will treat your complaint as a dispute and assign one of our staff members to conduct an independent review of the matter. Happy Hearts will contact you with a decision usually within 7 business days of receiving your dispute.

Step 2: Seek an external review of the decision

If you are unhappy with our decision you may wish to seek an external review. Happy Hearts will provide you with information on external review options, such as referring you to the Financial Ombudsman Service (FOS).

You can contact the Financial Ombudsman Service at info@fos.org.au or phoning 1300 780 808.

You can also visit the Financial Ombudsman Service website for more information.