Complaints Policy

Disputes handling and our Complaints Policy

If you have a complaint, please tell us so we can fix the problem. We will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction. We recognise that even in the best run organisations things can go wrong.

To assist us in helping you:

Gather all supporting documents about the matter of your complaint. Then think about the questions you want to be answered and decide what you want us to do. It might also be useful to speak with your financial adviser about the issue. Next, contact us and explain the problem. You can contact us by phone, mail or email.,
We will review the situation and if possible resolve it straight away. Letting us know about the problem is often all that’s required to resolve most issues.
If at this stage the matter hasn’t been resolved to your satisfaction, please contact our Complaints Resolution Officer. They will review your case. If you are still not satisfied, you can contact the Superannuation Complaints Tribunal (SCT) or the Australian Financial Complaints Authority (AFCA).

How can you contact us?

You can contact us by:

Mail Complaints Resolution Officer
PO Box 174
Camberwell
Vic 3124
Email: info@financialfoundations.com.au
Phone: (03) 9793 3722

If you phone, your call will be answered by one of our Client Experience Services team who will take the details of your complaint and refer it to a complaints officer for further investigation.

How long will it take before we get back to you?

Our aim is to resolve the complaint as quickly as possible. We have adopted best practice complaints handling processes to ensure:

Acknowledgement of your concerns within 24 hours of receipt;
Speedy assessment and investigation;
Timely provision of a response (known as an IDR response) no more than 30 days after we receive your complaint.

What if your complaint is still not resolved?

We expect that we will completely resolve the issues you raise. If, despite our best efforts you believe your complaint has not been satisfactorily dealt with, or if you have not received a response within a set period, you may wish to contact an external dispute resolution service.

Financial Foundations Australia is a member an external dispute resolution service covering superannuation and general investments. If the complaint can’t be resolved to your satisfaction you have the right to refer the matter to the Australian Financial Complaints Authority.

The Australian Securities and Investments Commission (ASIC) also has a free call Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights.

If you have any further questions about the Australian Financial Complaints Authority please contact our Complaints Resolution Officer on (03) 9793 3722.

Retain this document for your reference and any future dealings with Financial Foundations Australia Pty Ltd.

The australian financial complaints authority

The Australian Financial Complaints Authority (AFCA) provides accessible, fair and independent dispute resolution services for consumers and financial service providers. The contact details for AFCA are:

The Australian Financial Complaints Authority