Complaints procedure
Complaints 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
If you do wish to make a complaint, please let us know your complaint in the way that is most convenient for you. We can be contacted by:
Telephone: 1300 553 490
Email: complaints@firstsentier.com
In writing to: The Complaints Manager, First Sentier Group, Level 5, Tower 3, International Towers, 300 Barangaroo Avenue, Barangaroo NSW 2000.
Alternatively if you have a financial adviser, you may like to speak with them first.
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 our Agent Authority 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
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