Complaints

Does your client have a Complaint?

Please contact us if you have an enquiry or would like to report a complaint on behalf of your client

• Our relationship with our customers is our priority. We like to provide the best possible service, but if things go wrong, our goal is to always try and resolve any issues as effectively, efficiently and fairly as possible.

If your client has a complaint, we’re here to help.

• Please contact our team so that we can work to resolve the problem as soon as possible.
• In the first instance please try and resolve the complaint with your usual contact.
• If after 5 business days, you are still not satisfied please follow the process below.
• You can ask for a response in writing at any time.

What information will you need to provide with the complaint?

• Your name and the client’s name.
• A description of what the client’s complaint is about. Please provide as much detail as you can to help us investigate the complaint as quickly as possible.
• Copies of any documentation that supports the complaint
• Details on what you or the client would like us to do to resolve the complaint.

Please complete the form below, or contact us by phone. Our contact details are below.

What happens next

We will work with you to resolve the complaint as soon as possible and no later than 30 days. If you are not satisfied with our response, or we do not resolve the complaint within 30 days, you can take the complaint to the Australian Financial Complaints Authority (AFCA). AFCA was established by the Federal Government to help consumers reach agreements with financial firms about how to resolve their complaints. AFCA is impartial and independent. Where parties cannot resolve their complaint, AFCA will decide an appropriate outcome.
Contact details for the AFCA are:

Complaint Registration Form

We’re here to help

If there is anything else you need to speak to us about, or to get advice, please contact us.