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 913 118 By writing: ClientFirst IOOF Investment Management Limited GPO Box 264 MELBOURNE VIC 3001 Online: Fill in our online contact form and select ‘Make a complaint’ from the ‘How can we help’ question. Where possible, concerns will be resolved straight away. Where this is not possible or further investigation is required to resolve your complaint, our ClientFirst team will acknowledge your complaint within 1 business day and will consider and respond to your complaint as quickly as possible. At any stage you're welcome to contact your assigned Case Manager for an update on the progress of your complaint. Your complaint will be reviewed in line with our principles: Be human We treat those around us the way we’d like to be treated – openly, honestly and respectfully. Deliver what matters We make sure we understand what matters to every client and we make it happen. Stronger together Only by working together can we truly serve our clients. Keep it simple We remove complexity. Do what’s right, not what’s easy We back ourselves to make the right call. We speak up. If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent complaint resolution service that is free to consumers. Website: www.afca.org.au Email: email@example.com Telephone: 1800 931 678 (free call) In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.