While we welcome any positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence.

To save yourself valuable time, gather all the facts and documents about the complaint, think about the questions you want answered and decide what you want us to do.

Once you have compiled all the relevant information, contact our Customer Service team using any of the contact details above.

If you are not satisfied with our response and wish to proceed further then you may take the matter to the Financial Ombudsman Service, an independent complaint handling body.

The Ombudsman can generally deal with claims of $500,000 or less if your complaint concerns stockbroking or investment advice services offered by us (if your complaint involves a dispute regarding separate transactions or financial advice that occurred on separate occasions the $500,000 limit may apply for each transaction or advice in dispute).

Before the Ombudsman can investigate, you must have first given us the opportunity to review it. The Ombudsman cannot investigate problems that, for example:

  • involve a claim for more than $500,000
  • involve a commercial decision by a bank, such as whether a loan is approved or if an account has been closed
  • involve our general policy or practice, such as interest rates or fees.

The contact details for the Financial Ombudsman Service are:

Telephone: 1300 780 808
Facsimile: (03) 9613 6399
Email: info@fos.org.au
Internet: www.fos.org.au
Mail: GPO Box 3
Melbourne VIC 3001