At HFC Bank, We Value and Welcome your Feedback.
Whether it’s a compliment, suggestion or complaint we are here for you.
You can provide your feedback to a HFC Bank Customer Service Representative, or you can directly contact our Customer Advocate Grace Baleinakorodawa. Our Customer Advocate will listen and provide an impartial review of your complaint and will revert to you as soon as possible.
How to make a Feedback
Talk to our Customer Advocate: Grace Baleinakorodawa
- Call direct on mobile number: + 679 9981745
- Email: customeradvocate@hfc.com.fj
- Use Online Feedback
- Write to us at P O BOX 161, SUVA
- Visit the nearest Branch
Complaint Resolution Process
We follow a 3 stage process for resolving your complaint:
Stage 1: The Bank Officer receiving your feedback will investigate your concern/s and respond within 24 hours. However, for more complex concern/s, more time may be required – in such case, the Customer Advocate will investigate and respond within 3 working days.
Stage 2: If unresolved, your concern/s will be escalated to a Senior Manager in consultation with the Customer Advocate who will investigate further and respond within the next 24 hours.
Stage 3: If still unresolved, your concern/s will then be escalated to the Customer Advocate or the relevant Business Unit Head who will investigate further and respond to you with a solution.
It is always our intent to resolve your complaint at Stage 1 or Stage 2 unless it is very complex or where a 3rd party may be involved.
At each stage your concerns are reviewed however if you remain unsatisfied with the outcome then you can contact our Chief Executive Officer on Email: ramr@hfc.com.fj OR Call: +679 3316102
If you are still unsatisfied with the outcome then you may send an email to the Chief Manager, Financial Systems Development & Compliance Group, Reserve Bank of Fiji on Complaints@rbf.gov.fj