Making a complaint
Should you wish to make a complaint we ask that you follow the process outlined below, this will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.
Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
Next, contact your account manager directly. Remember, if the problem is current a call at the earliest possible time will give us the opportunity to resolve your complaint immediately.If your account manager is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.
If your complaint can not be resolved then you may refer the matter to our Compliance Department. They will review your complaint and contact you directly.
You may contact our Compliance department by writing to:
Compliance
First Prudential Markets
Level 5, 10 Bridge Street
Sydney NSW 2000
We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.
Dispute Resolution
We expect that our account managers, Supervisors or Compliance Team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.
First Prudential Markets is a member of the Financial Ombudsman Service (FOS), an external dispute resolution scheme for the financial services industry.
Financial Ombudsman Service Ltd
The Financial Omdudsman Service (FOS) is an organisation that provides assistance to life insurance policy holders and clients of financial planners, financial service providers or fund managers.
You may contact FOS by writing to:
Financial Omdubsman Service Ltd
GPO Box 3 ,
Melbourne VIC 3001
Toll free: 1300 780 808
Fax: 03 9621 2291
Website: www.fos.org.au
Email: info@fos.org.au