Flinders Trustees aims to deliver financial solutions that meet your needs. If our service does not meet your expectations, we want to know as your feedback helps us improve our service.

We have an efficient, fair and accessible mechanism for the handling of complaints, which is accessible to all clients. Providing clients with easy access and a point of contact to lodge a complaint is fundamental element of our complaint policy. Our Compliance Manager will be your single point of contact within Flinders Trustees if you wish to register a complaint about our staff or our services.

You can contact our Compliance Manager to lodge a complaint using any of the following methods:

1. E-mail: enquiries@flinderstrustees.com.au

2. Writing: Compliance Manager

                        Flinders Trustees Limited

                        33-37 Hotham Street

                        Collingwood VIC 3066

3. Telephone: (03) 8415 1922

4. Facsimile: (03) 9419 2199

Our aim is to resolve complaints as soon as we can. Complaints of a more complex nature will be referred to senior management for resolution. In most cases we will resolve and finalise your complaint within 45 calendar days. In some cases, the circumstances or complexity of the complaint may mean that it will not be possible to finalise your complaint within a 45-day timeframe.

When more than 45 days is required to finalise your complaint, we will provide you with regular updates on the progress of your complaint and the likely timeframe for finalising your complaint.

We will advise you of the outcome of our investigation of your complaint and check that you are satisfied with the results and how the complaint was handled.

If you are not satisfied with the way in which your complaint has been handled by Flinders Trustees, you can refer your complaint to an external dispute resolution scheme.

Flinders Trustees is a member of the Financial Industry Complaints Service (FICS), which is a free and independent external dispute resolution scheme. FICS provides consumers with an alternative to legal proceeding for resolving disputes with FICS members operating in the financial services marketplace.

Before taking your complaint to FICS, you must first try to resolve your complaint with Flinders Trustees through our internal complaint handling process.

If you are still not satisfied, or the dispute remains unresolved, you may register a complaint with FICS by either:

1. Writing to FICS (contact details below).

2. Ringing FICS on 1300 78 08 08 and giving details of your complaint to an Enquiries Officer. You will also be asked to detail your complaint in writing.

Financial Industry Complaints Service
PO Box 579
Collins Street West

Melbourne VIC 8007

Tel: 1300 78 08 08
Fax: (03) 9621 2291
E-mail: fics@fics.asn.au
Website: http://www.fics.asn.au