We intend to help you achieve your financial goals and provide you with the advice and support that can make a real difference to your life. We’re committed to acting in your best interests but, if for some reason you’re not satisfied with our service, or have suggestions about how it could be improved, then we want to hear from you.
Who do I contact?
Your first step should be to speak to your financial adviser and discuss what can be done. They’ll try to resolve any concerns you may have but, even if they can’t, you can expect your complaint to be acknowledged in writing within 24 hours (or 1 business day).
What if I don’t want to speak to my financial adviser?
Your financial adviser knows you, and your circumstances best, but you don’t need to speak with them if you would prefer not to. In these circumstances, contact our Complaints Officer on 03 9596 5111 or admin@lakesidefinancial.com.au. The Complaints Officer will acknowledge your complaint within 24 hours (or 1 business day) and then manage your complaint through to resolution.
How do I contact the Complaints Officer?
You can contact our Complaint officer by telephone, email, post or via our website:
Phone: 03 9596 5111 (our office hours are between 8.30am – 5.30pm Monday to Friday AEST)
Post: The Complaints Officer, Level 1, 99 Bay Street, Brighton VIC 3186
Email: admin@lakesidefinancial.com.au
Do I have to put my complaint in writing?
You don’t have to fill out forms or submit additional paperwork simply to let us know that you’re unhappy with us, our staff or our services. You can lodge a complaint with us over the phone, via email or via post.
When can I expect the matter to be resolved?
Where we can’t resolve your complaint within 5 business days, we’ll respond formally by providing you with a written response within 30 days. Although our response will depend on the specific nature of your complaint, you can expect that response will outline our findings and include information that may help you understand our position.
What should I provide to you?
We may require additional information to resolve your complaint so you’ll need to provide us with your current contact details and confirm your preferred contact method. Please provide us with an explanation of your dissatisfaction to allow us to investigate the matter for you.
To assist us in resolving your complaint in an efficient and fair manner, please try to clearly explain the problem to us and tell us how you believe your complaint could be fairly resolved.
What if my complaint isn’t resolved to my satisfaction, what can I do?
We might not be able to resolve your complaint in the way you want, but if we can’t resolve the complaint to your satisfaction, the Australian Financial Complaints Authority (AFCA) provides fair and
independent financial services complaint resolution that is free of charge to you.
AFCA can be contacted:
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Email – info@afca.org.au
Further information about their complaint handling process may be found on their website – www.afca.org.au
What if I need additional assistance?
We want to hear from you, if you have special needs, or if we need to make additional arrangements to make that possible, we’ll do so. Please let us know if you need:
- Australian Sign Language (AUSLAN) video presentations of material;
- Text telephone (TTY) and the National Relay Service (NRS); and
- Translation services.
What about my privacy?
Our Privacy Policy extends to the management of complaints and covers the collection, use and disclosure of information in relation to a complaint. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. A copy of our Privacy Policy will be made available upon request.