Complaints Policy

About this policy 

This 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.

When we use the term “IDR”, we mean “internal dispute resolution”.

We 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?

A complaint is:

“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
  • what you are seeking to resolve with your complaint.

If you need help to make a complaint

If 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.

We can also arrange an interpreter for you and provide you with assistance to express your complaint.

How we will deal with your complaint


We will acknowledge receipt of your complaint and try to resolve it as quickly as possible. 

Generally, 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.

When 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

If 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 investigation. 

IDR Response

We 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
  • if 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 Response

If 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.

You can contact AFCA using the following details:

Last updated: 5 October 2021