If you have any complaints about the service provided to you, you should take the following steps:

  • Contact us and tell us about your complaint
  • If your adviser has not satisfactorily resolved your complaint within 3 days, please contact our Complaint Resolutions team at the following address:

Complaint Resolutions Manager


PO Box 438  

North Melbourne VIC 3051


Please mark the envelope "Notice of Complaint"

    If your concerns haven't been resolved to your satisfaction you can lodge a complaint with the Australian Financial Complaints Authority (AFCA): 




    Telephone: 1800 931 678 (free call)

    In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001


    AFCA provides fair and independent financial services complaint resolution that's free to consumers.


    Time limits may apply to lodge a complaint with AFCA, so you should act promptly. You can check the AFCA website to find out if a time limit applies or when the time limit relevant to your circumstances expires.



    To find out more about our Complaint Resolution process, please view the Complaint Resolution Guide