{"id":287,"date":"2025-06-26T04:34:06","date_gmt":"2025-06-26T04:34:06","guid":{"rendered":"https:\/\/www.hfc.com.fj\/?page_id=287"},"modified":"2026-03-10T09:32:55","modified_gmt":"2026-03-09T21:32:55","slug":"customer-feedback","status":"publish","type":"page","link":"https:\/\/www.hfc.com.fj\/index.php\/customer-feedback\/","title":{"rendered":"Customer Feedback"},"content":{"rendered":"

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Customer Feedback<\/span><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row gap=”35″][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

At HFC Bank, We Value and Welcome your Feedback.<\/h4>\n

Whether it\u2019s a compliment, suggestion or complaint we are here for you.<\/strong><\/p>\n

You can provide your feedback to a HFC Bank Customer Service Representative, or you can directly contact our Customer Advocate Grace Baleinakorodawa.\u00a0<\/em>Our Customer Advocate will listen and provide an impartial review of your complaint and will revert to you as soon as possible.[\/vc_column_text][vc_column_text css=””]<\/p>\n

How to make a Feedback<\/h4>\n
    \n
  1. Talk to our Customer Advocate: Grace Baleinakorodawa<\/li>\n
  2. Call direct on mobile number: + 679 9981745<\/li>\n
  3. Email: customeradvocate@hfc.com.fj<\/li>\n
  4. Use Online Feedback<\/li>\n
  5. Write to us at P O BOX 161, SUVA<\/li>\n
  6. Visit the nearest Branch<\/li>\n<\/ol>\n

    [\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]\"\"[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=”.vc_custom_1755051012975{margin-bottom: 40px !important;}”]<\/p>\n

    Complaint Resolution Process<\/h4>\n

    We follow a 3 stage process for resolving your complaint:[\/vc_column_text][vc_row_inner equal_height=”yes” rtl_reverse=”yes” gap=”35″][vc_column_inner width=”1\/3″]

    <\/div>1<\/span><\/div>
    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 \u2013 in such case, the Customer Advocate will investigate and respond within 3 working days.<\/div><\/div>\n[\/vc_column_inner][vc_column_inner width=”1\/3″]
    <\/div>2<\/span><\/div>
    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.<\/div><\/div>\n[\/vc_column_inner][vc_column_inner width=”1\/3″]
    <\/div>3<\/span><\/div>
    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.<\/div><\/div>\n[\/vc_column_inner][\/vc_row_inner][vc_column_text css=””]It is always our intent to resolve your complaint at Stage 1 or Stage 2 unless it is very complex or where a 3rd<\/sup> party may be involved.<\/p>\n

    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<\/a><\/strong> OR Call: +679 3316102<\/p>\n

    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<\/strong><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_btn title=”Meet our Customer Advocate” style=”custom” custom_background=”#32165E” custom_text=”#FFFDFD” shape=”round” align=”center” css=”” link=”url:https%3A%2F%2Fwww.hfc.com.fj%2Fwp-content%2Fuploads%2F2025%2F06%2F12_A3-Poster.pdf|target:_blank”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]