About this policy
policy explains how you can make a complaint, our measures for handling your
complaint, and the steps you can take if you are not satisfied with our
response to your complaint or the time that it takes for us to respond.
we use the term “IDR”, we mean “internal dispute resolution”.
acknowledge the importance of having an effective and efficient complaints
handling and IDR framework, and we adopt a customer-focused approach. While we acknowledge your right to make a
complaint, we expect that you will treat our staff with respect when they are
dealing with your complaint.
The purpose of this Complaints Policy is to set out the information required to be in a Complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 (“the Instrument”). The Instrument is a legislative instrument made by the Australian Securities and Investments Commission (“ASIC”).
What is a complaint?
“An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.
How to make a complaint
You can make a complaint by contacting your adviser
or contact us in any of the following ways:
Phone: 02 8978 9500
Post: Complaints Manager
Minchin Moore Private Wealth
26 Best Avenue
Mosman NSW 2088
When making your complaint, please tell us:
- your name
- how you wish us to contact you (for
example, by phone, email)
- what your complaint is about; and
you are seeking to resolve with your complaint.
If you need help to make a complaint
you need help to make or manage your complaint, you can appoint someone (for
example, a relative or friend) to represent you. Please note that we will need your authority
to speak to any representative that you appoint.
can also arrange an interpreter for you and provide you with assistance to
express your complaint.
How we will deal with your complaint
will acknowledge receipt of your complaint and try to resolve it as quickly as
where your complaint is made:
- verbally – we will acknowledge your
complaint in the same manner and, in writing, within one business day, or as
soon as practicable;
- in writing – by email or via social
media, we will acknowledge your complaint, in writing, within one business day
or as soon as practicable thereafter.
acknowledging your complaint, we will also have regard to any preferences you
have communicated to us in relation to the way in which you wish for us to
communicate with you.
Investigation of your complaint
we cannot resolve your complaint immediately, we will need some time to
investigate your concerns. We may also
request that you provide us with further information to assist with our
will provide you with our written reasons for the outcome of your complaint
(“IDR Response”) no later than 30 calendar days after receiving your complaint
in the following circumstances:
- if your complaint is not resolved
within 5 business days of us receiving your complaint; and/or
you request a written response.
If your complaint is not resolved to
your satisfaction, you have the right to escalate your complaint to the
Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent dispute
resolution for financial complaints to individuals and small businesses.
Delay in providing an IDR
we are not able to provide our IDR Response to you on time because your
complaint is complex or because of circumstances beyond our control, we will
write to you to explain the reasons for the delay and inform you of your right
to complain to AFCA.
Escalating your complaint
If you are not satisfied with our response to your
complaint, you can escalate your complaint to AFCA. We are required to be a
member of an external dispute resolution scheme. Accordingly, we are a member of AFCA and our
membership number is 36840.
can contact AFCA using the following details:
Last updated: 5 October 2021