Complaints

If you have a concern about a financial product or service or a matter relating to retail fund staff or the handling of an existing complaint, please get in touch. We would value the opportunity to assist you, or your representative, in resolving any concerns you may have.

To assist in our investigation, please provide as much detail as you can, including your full name, preferred contact details, a description of your complaint and how you would like it resolved. If possible please also provide supporting document or records with names, times and dates.

Cost

You will not incur any charges in 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

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

Most complaints can be resolved on the spot or within days. We’ll keep you informed and if we can’t resolve your complaint to your satisfaction within five (5) business days we will respond to you in writing. We will advise you of the process we will undertake to resolve your complaint along with other relevant information.

If the resolution of your complaint is delayed and a resolution is not expected to be finalised:

• for complaints relating our funds management business, within 30 calendar days of the date on which we first received your complaint; and
• for complaints relating to our credit business that involve default notices, hardship notices or enforcement proceeding, within 21 calendar days of the date on which we first received your complaint,

we will notify you in writing that the resolution of your complaint will be delayed and we will provide reasons for the delay.

Once the investigation into your complaint is final, you will be notified in writing and you will be provided with the details you may need should you wish to appeal the outcome.

If you are unhappy with the response

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.

Please note that a complaint should first be submitted to MA Financial Group’s complaints handling process to give us an opportunity to review it before it can be referred to AFCA.

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

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