Complaints

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, the Compliance Officer will acknowledge receipt of it in writing and provide an estimate of the time it will take to investigate the circumstances. The Compliance Officer will then investigate your concerns and contact you if further information is required. Following such investigation, the Compliance Officer will provide you with a written response.

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:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Ph: 1800 931 678
Fax: (03) 9613 6399
Website: www.afca.org.au
Email [email protected]

AFCA provides fair and independent financial services complaint resolution that is free to consumers.