Dispute Procedure and Resolution
If you have a complaint about the service you’ve received, contact your adviser or account manager directly. We’ll acknowledge your complaint immediately, in writing or by phone.
If your complaint isn’t resolved to your satisfaction within 15 days, it will be referred to our Risk and Compliance Team, who can be contacted directly at complaints@shcorp.com.au or on 02 9806 2000.
You can lodge a formal complaint in writing or by phone through our internal dispute resolution (IDR) process. Please include as much detail and supporting information as you can.
We’ll acknowledge receipt in writing within one business day, work to resolve it quickly and fairly, and keep you informed of its progress.
If we haven’t resolved your complaint to your satisfaction within 30 days of receiving it, you can refer it directly to the Australian Financial Complaints Authority (AFCA).
Savill Hicks Corp Pty Ltd is a member of AFCA’s independent external dispute resolution scheme.
AFCA provides fair, independent complaint resolution at no cost to you, though time limits may apply.
More information is available at www.afca.org.au.
AFCA can be contacted at GPO Box 3, Melbourne VIC 3001, 1800 931 678 or info@afca.org.au.
