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:
- E-mail: enquiries@flinderstrustees.com.au
-
Writing: Compliance Manager
Flinders Trustees Limited
Level 14, 31 Queen Street
Melbourne Vic 3000
- Telephone: (03) 9618 8777
-
Facsimile: (03) 9620 9855
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.
|
