Compaints
If you’re not satisfied
If your query isn’t resolved to your satisfaction or if you’d like us to investigate further, you can make a formal complaint in writing or over the phone through our internal complaints process.
Please call us on +61 3 9982 4540, or write to:
Complaints Officer
Tidswell Financial Services Ltd
Level 2, 1 Southbank Blvd, Southbank, VIC 3006
Email: [email protected]
Please include as much detail as possible and any supporting information about the issue.
We will confirm receipt of your complaint within 14 days of getting it and will try to resolve it as soon as possible. The period within which the complaint should be resolved in 45 days. If you do not receive a response from us within these timeframes, you may lodge it with the Australian Financial Complaints Authority (AFCA) scheme.
Who is AFCA?
AFCA is an external dispute resolution scheme that manages all complaints from consumers in the financial system. The AFCA scheme provides a fair and independent complaint resolution service that is free to consumers.
What if you are not satisfied with how we have resolved your complaint?
You can also lodge a complaint with AFCA if you’ve made a complaint through our internal complaints process and you’re not satisfied with our response. Contact the AFCA on 1800 931 678 (free call), or email [email protected]. au. More information can be obtained from the AFCA website https://www.afca.org.au/ or by writing to:
AFCA Service Complaints
Australian Financial Complaints Authority
GPO Box 3
Melbourne, Victoria 3001
