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
Phone
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.
Website
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.
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