Complaints

We recognise that from time to time things don’t happen as expected and that this can lead to dissatisfaction or a need to make that dissatisfaction clear.

We value the relationships we have with our clients, our suppliers and our staff and the open communication that flows from these relationships.  We recognise that raising concerns when clients are not happy provides us with valuable feedback to enable us to rectify any wrongs and improve our service for all.

If you are less than satisfied, please feel free to raise the concern with us.  We will investigate the matter and get back to you with a response as quickly as possible.  If for any reason, you are not completely satisfied, you can formally write to us and we will have this matter investigated by The Advice Exchange.  They will instigate the matters raised by you and ensure that you receive a fair and prompt reply within 30 business days.

If for any reason you are still not completely satisfied, you have the right to have the matter investigated by the Financial Ombudsman Service (FOS).

FOS provides free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. FOS may undertake an independent external investigation of the complaint or enquiry. Member companies like CSP and The Advice Exchange are bound by any decisions made by FOS.

You can write to the Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001 or telephone toll free 1300 780 808.

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