Step 1: Lodging a Complaint
MFLC provides customers with a range of methods to lodge a complaint, either via email, website, complaint form, letter, social media, telephone or in person by visiting our branches.
Step 2: Receive Acknowledgement
Once a complaint is lodged, the complainant will be receive a registration email which includes the complaint reference number and the estimated time it will take for a response. Please use the complaint reference number for further queries.
Step 3: Get notified on the complaint outcome
Our staff will conduct the necessary investigations and work with the complainant to resolve the matter. Once we arrive at a resolution, the complainant will be contacted with the outcome and details of the complaint resolution within the set time frame. If any delays arise for any reason, this will be communicated to the complainant, with the reasoning and details of the expected time frames. Complainants are welcome to reach out for any further queries.
Step 4: Requesting an Internal Review
If a complainant is dissatisfied with the outcome of their complaint, it may be further investigated via internal or external review where appropriate. An internal review of the process can be requested using the same method of lodging a complaint. The complainant will be informed of the outcome of the review within 5 - 10 working days.
Our Complaint
Resolution Process
MFLC is committed to delivering high quality services and welcomes customer feedback on its products, services, performance and staff as a means of monitoring and improving service delivery to customers, as well as enhancing organisational effectiveness and efficiency.
