Complaints handling
We are committed to providing a high standard of client service and to maintaining our reputation for honesty and integrity. If our level of service or quality of products has failed to meet your expectations, we would like you to tell us about your concerns. Our complaints handling process is designed to ensure that your concerns are treated seriously and that your complaint is addressed promptly and fairly. Your complaint may be lodged either verbally or in writing and will be dealt with in strict confidence.
If you have a complaint about the service provided to you, you should take the following steps:
- contact your adviser and tell them about your complaint
- if you are not satisfied with the result, contact our Client
- Contact Centre about your complaint on 1800 025 063
- if your complaint is not satisfactorily resolved, write to:
The Complaints Manager
Macquarie Investment Management Limited
PO Box N498
Grosvenor Place NSW 1220
- if you are not satisfied with our handling of your complaint, you may lodge a written complaint with the Financial Ombudsman Service (FOS). MIML is a member of FOS. FOS is an independent external complaints resolution scheme. FOS can be contacted at:
GPO Box 3
Melbourne VIC 3001
Telephone: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Web: fos.org.au
MIML is not an authorised deposit-taking institution for the purposes of the Banking Act (Cth) 1959, and MIML's obligations do not represent deposits or other liabilities of Macquarie Bank Limited ABN 46 008 583 542. Macquarie Bank Limited does not guarantee or otherwise provide assurance in respect of the obligations of MIML.
