What to do if you have a complaint

MA Financial Group is committed to providing our investors with the highest standards of products and services.

If you have a complaint, we would value the opportunity to assist you or your representative in resolving your concern.

If you have a complaint related to:

  • a product or service MA Financial Group provides
  • our company or our staff
  • the handling of an existing complaint

Please contact our Client Service team online, in writing, via email or phone:

Online

Complete the online complaint form

In writing

The Complaints Manager
MA Financial Group Limited
Level 27, Brookfield Place, 10 Carrington Street NSW 2000

To assist in our investigation, please provide as much detail as you can, including:

  • full name
  • preferred contact details
  • complaint description.

Cost

You will not incur any charges when making a complaint with us.

Additional assistance

Should you require additional assistance to make your complaint, please call us on +61 2 8288 5594

Steps in the complaints process

Acknowledgement of complaint

We’ll acknowledge your complaint as soon as practicable, generally within two (2) business days of receiving your complaint. 

Investigation of complaint

Most complaints can be resolved on the spot or within five (5) business days.

If your complaint is unable to be resolved within five business days, we will provide you with a written response within 30 calendar days (21 calendar days for complaints related to our credit businesses. Exceptions apply if we do not have sufficient information to make a decision or if an agreement is reached with you or your representative).

Finalising complaint

Once the investigation into your complaint has been finalised, you will be notified and provided with the details you may need should you wish to appeal the outcome.

If you are unhappy with the outcome or handling of your complaint

If you are unhappy with the outcome or handling of your complaint, you may escalate your complaint further and contact the Australian Financial Complaints Authority (AFCA) for an external review. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

In writing

Australian Financial Complaints
Authority GPO Box 3
Melbourne VIC 3001

Phone

1800 931 678 (free call)

Time limits may apply to complain to AFCA and you should consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Please note that a complaint should first be submitted through MA Financial Group’s complaints handling process to give us an opportunity to resolve the matter before being referred to AFCA.

Complaints form

We welcome any feedback you may have about our products and services.

To share your feedback, simply complete and submit the below form.

Please select title
Please fill out your name
Please fill out your last name
Please fill out a valid email address
Please fill out a phone number
Please fill out a post code
What's your preferred contact method?*
Please select preferred contact method

Your enquiry

What type of feedback is your enquiry about?*
Please select the type of feedback
Select all products or services the feedback/complaint relates to
Product
Service
Please fill out the complaint details
Please fill out what the preferred outcome would be
Have you previously raised this issue with us?*
Please select 'yes' or 'no'
By submitting this form you consent to be contacted by representatives of MA Financial Group, to receive relevant product information and invitation and to MA Financial Group collecting, storing, using and disclosing personal information in accordance with MA Financial Group’s Privacy Policy You will have the opportunity to opt out of receiving communications from us every time we contact you. View our Privacy statement.
© Copyright 2024 MA Financial Group. All rights reserved. The MA and MA Financial Group logos are registered trade marks of MAFG Operations Pty Ltd. Facts and figures current as at 31 December 2023.
This webpage is provided by MA Financial Group Limited (ACN 142 008 428) on behalf of MA Financial Group Limited and its related bodies corporate (referred collectively as MAF) for informational purposes only and is not a solicitation of any offer to buy or sell any security or other financial instrument or to participate in any trading strategy. Before acting on any information contained on this webpage, you should consider the appropriateness of the information having regard to your particular objectives, financial situation and needs and seek professional advice. Refer to the terms of use for further information.
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