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Complaint Handling

We value your feedback and take your complaints seriously. If you are not satisfied with any aspect of our financial advice service, please let us know as soon as possible. We will do our best to resolve your issue in a fair and timely manner.

Complaints Process

  • Contact us by phone, email or mail and explain your complaint. Please provide as much detail as possible, such as the date, time and nature of the issue, the people involved, and any supporting documents or evidence.
  • We will acknowledge your complaint within five business days and assign a case manager to handle your complaint. The case manager will contact you within 5 days to clarify any information and discuss possible solutions and try resolve it as quickly as possible.

How long does the process take?

If we cannot resolve your complaint immediately, we will investigate your complaint and provide you with a written response within 30 business days, unless we need more time to complete our investigation. In that case, we will inform you of the expected timeframe and the reasons for the delay.

If you are not satisfied with our response

If you are still not satisfied with our final decision, or if we have not resolved your complaint within 30 business days, you can refer your complaint to an external dispute resolution scheme. We are a member of the Australian Financial Complaints Authority (‘AFCA’ – member number 35263), which is an independent and impartial body that can help resolve complaints between consumers and financial service providers. You can contact AFCA using the below details. There is no cost to you for using this service.