If you have a complaint about the service provided by us, please let us know your concerns. We value your feedback and the opportunity to improve our service. There are a number of steps you can take:
1. In the first instance, you can speak with your Adviser to try and resolve the issue.
2. Alternatively, you can email or write to us, setting out the details of your complaint to:
The Complaints Manager, Infocus Securities Australia Pty Ltd (Infocus).
Email: firstname.lastname@example.org; or
Post: PO Box 1856, Sunshine Plaza QLD 4558; or
Telephone (07) 5406 5000.
Please outline the specific areas of service which have not met with your satisfaction. Detail in your letter, as simply as possible, all the facts relating to your complaint and how you believe we can investigate and resolve this matter to your satisfaction.
Infocus will then investigate your complaint and make every effort to ensure you receive a fair and prompt reply. Infocus will endeavour to resolve your complaint within 30 business days. We will keep you informed of what is happening to your complaint if this investigation cannot be resolved within this time.
3. If you still do not get a satisfactory outcome, you have the right to take the complaint to the Financial Ombudsman Service (FOS).
Infocus is a member of the external complaints resolution scheme operated by FOS. The Ombudsman provides free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. FOS may undertake an independent external investigation of the complaint or enquiry. Member companies like Infocus are bound by any decisions made by FOS.
You can write to the Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001 or telephone toll free 1800 367 287.