Making a complaint
We endeavour to provide you with the best advice and service at all times. If you are not satisfied with our services, then we encourage you to contact us so that we can discuss this in full. Please call us or send us an email to put your complaint in writing to our office. You can also direct your complaint to your financial adviser so that this can be resolved in a timely manner.
We aim to resolve complaints immediately. Where this is not possible, we will acknowledge the receipt of your complaint within 48 hours and explain why this cannot be resolved immediately. We will then explain our process on how to resolve your complaint and tell you who will handle your complaint.
If you are not satisfied with our response after 30 days, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). You can contact the AFCA on 1800 931 678 or via their website www.afca.org.au.
AFCA provides fair and independent financial services complaint resolution which is free to consumers.