Complaints (Financial Planning)

Overview

The below information explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.

We acknowledge the importance of having an effective and efficient complaints handling and Internal Dispute Resolution framework, and we adopt a client-focused approach. We acknowledge your right to make a complaint, and we expect that if you do so, it is done treating our staff with respect when they are dealing with your complaint.

How to provide feedback

We intend to help you achieve your financial goals and provide you with the advice and support that can make a real difference to your life. We’re committed to acting in your best interests but, if for some reason you’re not satisfied with our service, or have suggestions about how it could be improved, then we want to hear from you.

Who do I contact?

Your first step should be to speak to your financial adviser and discuss what can be done. They’ll try to resolve any concerns you may have but, even if they can’t, you can expect your complaint to be acknowledged within 24 hours (or 1 business day).

What if I don’t want to speak to my financial adviser?

Your financial adviser knows you, and your circumstances best, but you don’t need to speak with them if you would prefer not to. In these circumstances, please contact our Complaints Manager by telephone, email or post. The Complaints Manager will acknowledge your complaint within 24 hours (or 1 business day) and then manage your complaint through to resolution.

How do I contact the Complaints Manager?

You can contact our Complaints Manager by telephone, email or post:

Phone:
1300 CYGNET (294 638) (our office hours are between 9am - 5pm Monday to Friday AEST)

Post:
The Complaints Manager
Cygnet Group
PO Box 16110
Collins Street West VIC 8007

Email: complaints@cygnetgroup.com.au

Do I have to put my complaint in writing?

You don’t have to fill out forms or submit additional paperwork simply to let us know that you’re unhappy with us, our staff or our services. You can lodge a complaint with us over the phone, via email or via post.

When can I expect the matter to be resolved?

Where we can’t resolve your complaint within 5 business days, we’ll respond formally by providing you with a formal written response within 30 days. Although our response will depend on the specific nature of your complaint, you can expect that response will outline our findings and include information that may help you understand our position.

What should I provide to you?

You’ll need to provide us with your your current contact details and confirm your preferred contact method. Please provide us with an explanation of your dissatisfaction to allow us to investigate the matter for you.

To assist us in resolving your complaint in an efficient and fair manner, please try to clearly explain the problem to us and tell us how you believe your complaint could be fairly resolved.

We may require additional information to resolve your complaint and if that’s the case, we will let you know.

What if my complaint isn’t resolved to my satisfaction, what can I do?

We might not be able to resolve your complaint in the way you want. If we can’t resolve the complaint to your satisfaction, the Australian Financial Complaints Authority (AFCA) can help you. AFCA provides fair and independent financial services complaint resolution that is free of charge to you.

AFCA can be contacted:

Phone: 1800 931 678 (free call)

Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Email: info@afca.org.au

Further information about their complaint handling process may be found on their website - www.afca.org.au

What if I need additional assistance?

We want to hear from you so if you have special needs, or if we need to make additional arrangements to make that possible, we’ll do so. Please let us know if you need:

Australian Sign Language (AUSLAN) video presentations of material
Text telephone (TTY) and the National Relay Service (NRS)
Translation services
Anything else to make this complaints process more accessible to you.

What about my privacy?

Our Privacy Policy extends to the management of complaints and covers the collection, use and disclosure of personal information in relation to a complaint. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles. Our Privacy Policy has been developed in accordance with the Privacy Act 1988 (Cth) (Privacy Act). By accessing the website www.cygnetgroup.com.au or otherwise transacting with us, you accept the terms of this Privacy Policy. A copy of our Privacy Policy is available on our website and can be made available upon request.