If you are not satisfied with the service you have received from us please contact us. We have an internal complaints process and undertake to investigate your concerns promptly and fairly. You may contact us to make a complaint by telephone or in writing and preferably by email to our Compliance Officer at [email protected]
Following receipt of your concern, we will provide a response in writing within 30 days of receipt. Where this is not possible, we will provide you with a written notification which sets out the reasons for the delay. We will try to resolve your complaint at your initial point of contact and escalate where necessary to the Compliance Officer who will then investigate your concerns and contact you if further information is required.
If we are unable to resolve your concerns to your satisfaction, you may choose to lodge a complaint with the Australian Financial Complaints Authority (AFCA). The contact details for AFCA are:
AFCA provides fair and independent financial services complaint resolution that is free to consumers.