Complaints Policy

We work hard to build strong and lasting relationships with our valued clients.

If, for any reason, you do not feel that you have received the highest standard of care, we encourage you to share this with us. By listening to your feedback, we can address any concerns and continually improve our service.

Should you require assistance to lodge your complaint, you can contact us and we will arrange the necessary support.

Our contact details are:

Postal Address	Email
GPO Box 1717	info@walbrook.com.au
Melbourne VIC 3001

Telephone
+61 3 9013 6262

When your complaint is received, to ensure we treat you fairly we will acknowledge receipt in writing within 24 hours and enter the details in our complaints register.

We will then work to resolve your complaint as soon as possible. Within 30 days we must provide you with a written response to your complaint, however you can contact us at any time to ask for an update on the status of our investigation.

The timeframe for a response may be extended under certain circumstances, in which case we will write to you explaining the reason for the delay, when we expect to provide a response, your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied and the contact details for AFCA.

If we have provided you with a written response to your complaint and it has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Postal Address	Email	Telephone
GPO Box 3	info@afca.org.au	1800 931 678
Melbourne VIC 3001		(free call)

Time limits may apply to complain to AFCA, so you should act promptly or otherwise consult the AFCA website to determine if or when the time limit relevant to your circumstances expires. You can find further information at www.afca.org.au.

Please contact us should you wish to receive more information about our complaints policy.