We are committed to providing you with the highest standard of service. However, we do understand there may be rare occasions where our service has not met your expectations and we encourage you to contact us about your concern or complaint so that we can resolve this for you. If you are not satisfied with the outcome of your enquiry, you are welcome to lodge a complaint.
We have a dispute resolution process in place to address enquiries and complaints. The matter will first be referred to our Compliance Officer who will ask you to set out your complaint in writing, providing as much detail as possible so that we can fully investigate the issue. They will then contact you with the results of their findings within 45 days of your original complaint.
If the complaint has not been resolved to your satisfaction, you may refer the matter to the Australian Financial Complaints Authority (AFCA) or the Financial Services Complaints Limited (FSCL) for determination in accordance with its rules. The AFCA and FSCL are independent external dispute resolution schemes. Details are as follows:
Australian Financial Complaints Authority Limited (AFCA)
Financial Services Complaints Limited (FSCL)
If you have any questions or wish to make a complaint, please email us at firstname.lastname@example.org