If ever you’re not completely satisfied…
Ensuring you have a remarkable experience as a client of ipac is our number one goal, and we’ll always go out of our way to ensure you are completely satisfied.
We take your feedback very seriously and it’s important you understand the steps we would take if you ever wish to share any concerns with us.
How do I make a complaint?
We will respond to queries and resolve issues as quickly as we possibly can. Here’s a brief summary of how we will work with you to resolve any concerns you raise with us:
Please contact your financial adviser first to discuss any concerns you have. This will start our internal complaints resolution process. You should receive an acknowledgement of your complaint within three business days. An internal review will be undertaken and we will make an effort to provide you with a written response within 45 working days.
While we will endeavour to resolve your complaint within 45 business days, some complaints do take more time than others and if we anticipate that your complaint will take longer than 45 days to resolve, we will contact you. We will keep you informed of the progress of your concern as frequently as possible.
We find that most problems are a result of mis-communication and are resolved simply by talking them through. If ever you are not satisfied, however, please contact the General Manager from your local office or write to:
The Professional Standards Manager
ipac securities limited
Locked Bag No. 15
Grosvenor Place NSW 1220
What happens if I am unhappy with the outcome?
If despite our best efforts, you believe that we have not dealt with your complaint satisfactorily, you have the right to contact an external dispute resolution service. The only requirement before going to any external parties is that you must have exhausted all internal complaint avenues first.
ipac is a member of the Financial Ombudsman Service (FOS), a company established to provide free advice and assistance to you in the life insurance, superannuation and managed investments industry. You have the right to pursue resolution of your complaint with FOS if you are not satisfied with our response.
What happens to my complaint after it has been resolved?
We take complaints seriously. We record the necessary details of your complaint and develop a report for Senior Management who supports initiatives to resolve complaint origins.
The report provides the following information:
- a description of your complaint;
- the products and/or services your complaint about;
- the date the complaint was made;
- the length of time we took to resolve your concern;
- the actions taken to resolve your complaint; and
- the resolution we reach with you.
Of course your personal information remains confidential. This report also helps to identify recurring issues in our processes or procedures that may have a similar impact on other clients.