Do you have a Complaint?

Please contact us if you have an enquiry or experience a problem.

  • 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 you have 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 your 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.

Make an Enquiry

If you have an enquiry or you experience a problem, please contact one of our team so that we can try and resolve your issue quickly.

Phone:1300 357 866
Emailinfo@elston.com.au
MailElston Group
GPO Box 2220,
Brisbane 4001

Make a Complaint

If your enquiry is not resolved to your satisfaction, you can lodge a complaint with EP Financial Services Pty Ltd (Elston) by using the form below, or one of contact methods listed here. Our Complaints Officer will review and try and resolve your complaint as soon as possible (no longer than 30 days). Contact details for our Complaints Officer are:

MailComplaints Officer
Elston Group
GPO Box 2220,
Brisbane 4001
Phone:(07) 3211 9555
Emailepfs@elston.com.au

What information will you need to provide with your complaint?

  • Your contact details.
  • A description of what your complaint is about. Please provide as much detail as you can to help us investigate your complaint as quickly as possible.
  • Copies of any documentation that supports your complaint
  • Details on what you would like us to do to resolve your 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 your complaint as soon as possible and no later than 30 days. If you are not satisfied with our response, or we do not resolve your complaint within 30 days, you can take your 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:

Websitewww.afca.org.au
Phone:1800 931 678
Emailinfo@afca.org.au
MailAustralian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001

Complaint Registration Form

If you would like to lodge this form anonymously, please leave blank
Please describe the nature of your complaint.
Click or drag files to this area to upload.You can upload up to 10 files.
Attach copies of any supporting documents or other information to support your complaint
Please provide details of how you would like us to resolve your complaint.

Privacy

When you complete this form, EP Financial Services and any other entity involved in the investigation of your compliant (we or us) will be collecting personal information from you. We may collect additional personal information from you in the future. This collection of information is in accordance with the Australian Privacy Principles of the Privacy Act 1988 (Cth) For further information about how personal information is handled, visit www.elston.com.au to view the privacy policy (a hard copy of the policy may also be provided on request). The policy contains information about access to and correction of personal information, how a complaint about a privacy breach can be made and other important information about how personal information is collected, used and disclosed.

We’re here to help

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

Phone:1300 357 866
Emailinfo@elston.com.au
MailElston Group
GPO Box 2220,
Brisbane 4001