Complaints Handling


Complaints Handling

We always endeavor to do the best for our clients. If for any reason you don’t feel we have upheld this please contact us below.

Our Internal Dispute Resolution Process

If you have a concern or complaint about our services, you should contact us by telephoning (03) 9835 9900 or in writing to our address at 428 Burke Road, Camberwell, Victoria 3124 or by emailing us at

Your concern will be dealt with promptly and fairly. If the matter is not resolved to your satisfaction within 5 working days, it will be referred to our Complaints Manager who will review your complaint and respond within 20 working days.

If you are not satisfied with the Complaints Manager’s decision, you can request that the complaint be referred to the board of directors. The Board will assess the complaint and instruct the Complaints Manager to implement any decision it makes to resolve the complaint satisfactorily. The Board’s assessment will be guided by the financial services laws and it will do all things necessary to ensure that the services are provided efficiently, honestly and fairly.

If you are a retail client and are still dissatisfied with our decision, you can undertake to have the matter resolved externally.

Our External Dispute Resolution Process

The Australian Financial Complaints Authority, or AFCA is an independent external dispute resolution scheme authorised by the responsible Minister.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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