How to Complain

Providing products and services of the very highest standard and building strong and lasting relationships with our customers is important to us. Sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right as quickly as possible. We view complaints as a valuable source of feedback and as a learning opportunity.

We’ll do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We’ll also let you know the name and contact details of the person or team dealing with your case.

Where to make your complaint

If you are dissatisfied with our dealings or believe that an error has occurred, please liaise with your Adviser, who will respond to your concerns within five (5) business days. If you feel uncomfortable addressing it with your adviser please move to the next step.

If you are not happy with our response

If you remain unhappy or would rather talk to someone else you can refer the matter to us for review at

Credit and Investments Ombudsman Limited

If we haven’t issued our ‘final response’ within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Credit & Investments Ombudsman (CIO) for an independent review. They will however only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

Credit & Investments Ombudsman
PO Box A252, Sydney South NSW 1235.
Tel: 1800 138 422.