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Specialist in Asia Pacific, Japan, China, India and South East Asia and Global Emerging Market equities.

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At Stewart Investors, we believe in putting people first. Our investment world-view is of a series of partnerships – with each other, with our clients, with the companies we invest in, the people who buy their goods and services, and with the wider society in which we all live and work.

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Leader in systematic equities across market cap weighted indices, smart beta and active quantitative strategies

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Complaints procedure

Complaint procedure

Resolving your complaint is important to us

We are committed to providing high quality services and products to you but understand that sometimes things can go wrong and we encourage you to let us know.

Making a complaint

You may like to raise your complaint, in the first instance, with your financial planner.  Alternatively, please let us know your complaint in the way that is most convenient for you.  We can be contacted by:

Website: www.firstsentierinvestors.com.au

Telephone: 02 9010 5200

Email: complaints@firstsentier.com

In writing to: The Complaints Manager, First Sentier Investors, Level 5, Tower 3, International Towers, 300 Barangaroo Avenue, Barangaroo NSW 2000

If you require assistance to make your complaint

If you would like a printed version of this procedure please let us know. 

We recognise that some of our clients might require assistance to lodge a complaint.  You may prefer someone else, such as your authorised representative or a family member to lodge your complaint.  We just need your authorisation for them to do so, which can be provided by completing this form.

The complaints process

We will aim to resolve your complaint as quickly as we can and in a timely, fair and objective manner and do not charge you for the process.

If you are in a vulnerable position please let us know, so we can prioritise your complaint.

You can expect us to provide you with regular updates throughout our investigation of your complaint. We may also contact you to seek further information or clarification regarding your complaint.

  Time frame What we will do
  Day 0 Receive your complaint
  End of Business Day 1 Acknowledge your complaint
  End of Business Day 5 Aim to resolve your complaint
  End of Calendar Day 30 For complaints that take more time to resolve, provide a written response to your  complaint, unless we have notified you of a delay.

 

What if your complaint is not resolved?

Once we have finalised our investigation of your complaint, we appreciate you might not agree with our position or you might not accept the resolution that we have proposed. 

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Telephone: 1800 931 678 (free call) 

Email: info@afca.org.au

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