Internal Dispute Resolution

Southgate Financial Services Pty Ltd is committed to a fair and prompt resolution of any disputes or complaints.

Please let us know of any concerns you may have. Contacting us by phone means that Southgate Financial Services Pty Ltd can learn how to assist you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation with us.

You can make a complaint by:

How we will handle your complaint

If you email or write to us with a complaint, you will receive an acknowledgement within 24 hours (or one business day), or as soon as practicable of receipt of the initial complaint.

The Complaints Resolution Manager will assist you with handling the complaint and will advise if any further information is needed.

The Complaints Resolution Manager will liaise with managers and staff at Southgate Financial Services to find answers for you and if appropriate – determine a fair remedy. You will be informed of the decision and the reasons for that decision. If you are not satisfied with the result of the decision you may wish to contact the Australian Financial Complaints Authority (AFCA). Unless there are exceptional circumstances, we will in all instances respond to your complaint within 30 days of receipt of the initial complaint. If we are unable to resolve the complaint within 30 days we will:

• Inform you of the reason for the delay;
• Specify a date when a decision can be reasonably expected; and
• Notify you of right to contact the Australian Financial Complaints Authority.

Australian Financial Complaints Authority (AFCA)
GPO Box 3
MELBOURNE VIC 3001

Phone: 1800 931 678
Email: info@afca.org.au
Online: www.afca.org.au