What if I have a complaint?
If you have a complaint about an IOOF product or service (or wish to obtain further information about the status of an existing complaint), please contact the Manager, Customer Care on free call 1800 062 963, or by writing to:
Manager, Customer Care
IOOF Investment Management Limited
GPO Box 264
MELBOURNE VIC 3001
If you let us know of any concerns arising from your dealings with us, we can work towards providing suitable resolutions and better service for all clients in the future.
When you get in touch with us, please provide:
- your contact details;
- your account or client number; and
- a detailed description of the facts surrounding your complaint.
Where possible, concerns will be resolved straightaway.
If further investigation is required, our Customer Care team will acknowledge your complaint in writing and will consider and deal with your complaint as quickly as possible. We are required by law to deal with superannuation related complaints within 90 days, and non-superannuation related complaints within 45 days.
If you are not satisfied with our handling of your complaint or a decision we have made in relation to your complaint, you may contact an external dispute resolution scheme:
| If your complaint relates to a superannuation product or service you can contact the Superannuation Complaints Tribunal (SCT) by calling 1300 780 808 (cost of a local call), or by writing to the SCT at Locked Bag 3060, GPO Melbourne, VIC, 3001. | |
| If your complaint relates to a non-superannuation product or service, you can contact the Financial Ombudsman Service (FOS), by calling 1300 780 808 (cost of a local call), or by writing to FOS at GPO Box 3, Melbourne, VIC, 3001. |
These services are available free of charge to you, but can only hear your complaint after you have first made use of our internal complaints handling arrangements (as explained above).
IOOF - Your Investment Guardians