At TorFX we endeavour at all times to deliver a professional, caring and courteous service to all our customers.
If you feel we have not lived up to this promise we would like to hear from you.
What will happen when you complain?
If you are dissatisfied with any aspect of our service, please express this to the person with whom you are dealing who will try to help. If you prefer, please ask to speak to a manager who will also try to help as we aim to resolve all difficulties as quickly and efficiently as possible.
If the problem cannot be immediately resolved and you are still not satisfied, you can send us a complaint by email or write to us. We will acknowledge your complaint promptly and write to you again with a Final Response to your complaint in most cases within 10 business days from when we receive your complaint. If we are unable to give a Final Response within this period we will write to you informing you why we are not in a position to make a Final Response and indicate when we expect to be able to do so.
Please send your complaint to firstname.lastname@example.org
You can also complain in writing. The address to write to is:
TorFX Pty Ltd
25 Elkhorn Avenue,
If you are still not satisfied with our final response, you may be entitled to refer your complaint to our External Dispute Resolution Scheme, the Financial Ombudsman Service Limited [FOS]. You can contact them at http://www.fos.org.au/