Complaints

Step 1

If you are unhappy with the advice you receive or any other aspects of our service, please contact your Adviser to discuss your concerns.

Step 2

If you are not happy with the response from your Adviser, please contact the lnfocus Professional Standards Manager on (07) 5406 5000 or put your complaint in writing and send it to the Professional Standards Manager, PO Box 1856, Sunshine Plaza OLD 4558. We will aim to resolve your complaint quickly and fairly. If the complaint cannot be resolved to your satisfaction within 45 days, you have the right to refer the matter to an external dispute resolution scheme.

Lodgement of complaints on or after 1 November 2018, should be directed to Australian Financial Complaints Authority, who can be contacted by calling 1800 931678 or in writing to GPO Box 3, Melbourne VIC 3001

lnfocus maintains Professional Indemnity (Pl) Insurance which covers claims in relation to the conduct of Authorised Representatives who are no longer authorised by lnfocus, but who were at the time of the relevant conduct.