Legal

Making a complaint

We want to hear from you if something hasn't gone the way it should. Complaints help us improve, and we'll treat yours fairly, promptly and at no cost to you.

Step 1 — Tell us

Contact us in whichever way suits you. Please include your name, contact details, the adviser involved (if any) and a description of your concern.

Step 2 — What happens next

• We'll acknowledge your complaint within one business day. Where that isn't possible, we'll acknowledge it as soon as practicable.
• We'll investigate and keep you informed of our progress.
• We'll respond within 30 days. Some complex matters need longer to investigate properly. If we need more time, we'll tell you in writing.

Step 3 — If you're not satisfied

If you're unhappy with our response, or we haven't resolved your complaint within 30 days, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits may apply to complaints to AFCA, so act promptly or check the AFCA website to find out if a time limit applies in your circumstances.

You can also contact the Australian Securities and Investments Commission (ASIC) on 1300 300 630 or at asic.gov.au to make a complaint or get information about your rights.

Compensation arrangements

We hold professional indemnity insurance that complies with the Corporations Act 2001. It covers claims made against former representatives for their conduct while they were authorised by us.