Complaint resolution guide for customers
What do I do if I have a Complaint?
If you have a complaint about the service or advice you have received, please contact us and let us know. You can submit your complaint either in writing or verbally, below is our specialised complaint team’s contact details:
Advice Dispute Resolution
Level 2, 105-153 Miller St
North Sydney, NSW 2060
Ph: 1800 611 950 (TOLL FREE)
We aim to respond to your complaint in writing within 45 days, if you are unhappy with our response you may wish to contact our Customer Advocate or the Financial Ombudsman Service (FOS).
What if I’m still not satisfied?
You may wish to contact our Customer Advocate if you have concerns about how we managed your complaint:
Ph: 1800 093 038
If your concern remains unresolved
If the complaint can't be resolved to your satisfaction, or you have not received a response within 45 days, you have the right to refer the matter to Financial Ombudsman Service (FOS). You can contact FOS either by phone or in writing, their details are below:
Financial Ombudsman Service
GPO Box 3
Melbourne, VIC 3001
Ph: 1300 780 808