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 us on:
Free call: 1800 062 963
Manager, Customer Care
IOOF Investment Management Limited
GPO Box 264
MELBOURNE VIC 3001
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 (except for Credit complaints where a response is required within 21 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 the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme, by calling 1800 931 678, emailing firstname.lastname@example.org or writing to AFCA, GPO Box 3, Melbourne VIC 3001.
This service is 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).