Handling of Complaints
We aim to provide a high level of customer service including the handling of complaints.
This statement incorporates an outline of our procedures for the handling of verbal and written customer complaints in relation to our services.
Your Legal Rights
Nothing in this statement of Customer Service Standards limits or detracts from your rights under The Trade Practices Act, The Privacy Act, Financial Transactions Reporting Act or any other laws. You do not have to follow the complaint handling procedure in this Statement.
You are always free to take independent action to enforce your rights. However, we believe that our complaint handling procedure will provide a quick effective resolution of your concerns.
Part A: Complaint Handling Procedures
We aim to provide an efficient, fair and accessible mechanism for handling complaints.
Our director Angela Del Marco will be your point of contact within Abundance Financial Services whether you wish to register a complaint about our consultants or our customer service staff. Our aim is to ensure that our complaint handling process is accessible to all customers.
We will, where requested, provide you with reasonable assistance in formulating and lodging a complaint and with details of the information we will require to progress your complaint.
You can contact Angela Del Marco using any of the following methods:
|Customer Service Phone:||1300 697 596|
When you lodge a formal complaint with us, Angela Del Marco will provide you with a Complaint Reference Number. This will allow you to make inquiries on the progress of your complaint. We will inform you if there is any change to your Complaint reference Number.
Part B: How to Appeal to our Customer Relations Team
If you are not satisfied with the way in which your complaint has been handled by Angela Del Marco you can request to be escalated. Once the issue is raised, they will aim to resolve the complaint as soon as possible and within our stated timeframes for resolution.
The Senior Manager will deal with you personally and not pass any messages through other staff.
A common difficulty with these internal appeal processes is that the file gets passed from hand to hand and the customer has to re-explain the problem each time. To avoid this problem we will endeavour to have one person assigned the responsibility of guiding your complaint through the entire appeal process.
This person will continue to be your single point of contact at Abundance Financial Services Pty Ltd for the length of the complaint. They will be responsible for reviewing the progress of resolving the complaint and keeping you informed.
Contact Number –
Phone: 1300 697 596
We prefer to deal with complaint and enquiries by telephone as this usually allows a quicker resolution, however if you wish to lodge a written complaint you can forward your correspondence to
Abundance Group Pty Ltd
PO BOX 289
Varsity LAkes, QLD 4227
A verbal or written acknowledgement will be made within 72 working hours after receiving your letter with a time frame for investigating your complaint and when you can expect us to contact you.
Part C: Review of our Complaints Handling Policy
We will review our complaint handling process at least once every two years to ensure that it is delivering fair and reasonable outcomes, and where necessary we will make amendments to our complaints handling policy based on these reviews.
We will update this document, which sets out our policy and procedures for handling of customer complaints, to reflect any changes to the complaint handling process. You may request a copy of our policy at any stage
Part D: Taking Appeals outside Abundance group
We believe that our internal appeal process will provide the most effective and quickest way to resolve complaints. However, if you are not satisfied with our review of your complaint or the way in which we have handled your complaint you can ask that the Australian Financial Complaints Authority ABN 38 620 494 340 (AFCA) to assist. You can refer a complaint to the AFCA at any time. You do not have to go all the way through our review process before approaching the AFCA. You should note however that the AFCA is intended as a ‘last resort’ to people with complaints
To lodge a complaint with the AFCA you can:
Telephone: 1800 931 678 (free call)
In writing to:
Australian Financial Complaints Authority,
GPO Box 3, Melbourne VIC 3001
Abundance Group AFCA membership number: 45715