Complaint Process

What to Do If You Have a Dispute or Complaint?

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to Make a Complaint and The Complaints Process

If you have a complaint, we request you follow these steps:

Third Party Products or Services

If your complaint relates to a product or service acquired through a third party (for example, an insurance company) we may ask you to contract the relevant third party. They will deal with your complaint under their complaints resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.

Insurances

Firstly, contact your Adviser and discuss your complaint.

If you are unable to resolve the issue to your satisfaction with your Adviser within three working days please contact Spotter Life – Insurance Manager using the below details:

Anton Perkovic – Insurance Manager
Company:
Spotter Finance Pty Ltd
Address: PO BOX 11, Heidelberg 3084 VIC
Telephone: 03 8568 6000

Email: anton.perkovic@spotterlife.com.au

If you are unable to resolve the issue to your satisfaction with Spotter Finance Pty Ltd within three working days please contact Crown Wealth Group using the details below:

Crown Wealth Group
Mail:
PO Box 224, Warners Bay, NSW 2282
Telephone: 1300 722 174

This is an external independent body which offers a free and accessible dispute resolution service to clients who have been unable to resolve their complaint with their financial institution. Crown Wealth Group is bound by decisions made by the Australian Financial Complaints Authority. The Australian Financial Complaints Authority can be contacted using the details below:

Australian Financial Complaints Authority
Mail:
GPO Box 3, Melbourne, VIC 3001
Telephone: 1300 565 562
Email: info@afca.org.au
Website: http://www.afca.org.au/