Lodging a Complaint

We are committed to providing the highest level of services and products to our clients.

However, if you are dissatisfied with our services or products you can lodge a complaint by contacting us:

By mail: PO Box R1313 Royal Exchange NSW 1225
By email:
By phone: 1300 360 306

If you require any additional assistance to lodge a complaint, we will accept complaints made by your representative including financial advisers, legal representatives, family, friends and members of parliament.

Steps for Dealing with Complaints

1. Once you lodge a complaint, we will acknowledge the receipt of it within 24 hours.

2. Once we have collected all required information about the complaint, we will conduct our assessment.

3. We will aim to resolve the complaint as quickly as we can, where possible within 5 business days.

4. If the complaint is not resolved within 5 business days, we will provide you with the final written response within 30 calendar days. The final response will outline our findings, proposed resolution and your right to take the complaint to the Australian Financial Complaints Authority (AFCA).

What if Your Complaint is not Resolved?

If your complaint has not been resolved through our internal dispute resolution process, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is the external dispute resolution scheme established by the Commonwealth Government to deal with complaints about financial services providers from individuals and small businesses. AFCA’s services are provided at no cost to you.

AFCA’s contact details are as outlined below:

Australian Financial Complaints Authority
Phone: 1800 931 678
Postal Address: Australian Financial Complaints Authority GPO Box 3 MELBOURNE VIC 3001