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If you have a complaint about the service provided by us you should:
1. Let us know your concerns. We value your feedback and the opportunity to improve our service. In the first instance, please let us know your concerns.
2. 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.
3. We will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. We 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.
4. If you still do not get a satisfactory outcome, you have the right to take the complaint to an external dispute resolution scheme.
Members of the external complaints resolution scheme operated by the Australian Financial Complaints Authority (AFCA). AFCA provide free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. AFCA may undertake an independent external investigation of the complaint or enquiry. Member companies are bound by any decisions made by AFCA.
You can write to the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
If you have a complaint about the service provided by us you should:
1. Let us know your concerns. We value your feedback and the opportunity to improve our service. In the first instance, please let us know your concerns. Alternatively, you can email or write setting out details of your complaint to:
The Complaints Manager, Infocus Securities Australia Pty Ltd (Infocus).
Email: support@infocus.com.au;
or Post: PO Box 1856, Sunshine Plaza QLD 4558;
or Telephone (07) 5406 5000.
2. 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.
3. Infocus will investigate your complaint and will 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.
4. If you still do not get a satisfactory outcome, you have the right to take the complaint to an external dispute resolution scheme.
Infocus is a member of the external complaints resolution scheme operated by the Australian Financial Complaints Authority (AFCA). AFCA provide free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. AFCA may undertake an independent external investigation of the complaint or enquiry. Member companies like Infocus are bound by any decisions made by AFCA.
You can write to the Australian Financial Complaints Authority:
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
This site is provided by Finance for Life Pty Ltd on an “as is” basis. Finance for Life Pty Ltd makes no representations or warranties of any kind express or implied, as to the operation of the site or the information, content, materials, or products included on this site.
To the full extent permissible by applicable law, Finance for Life Pty Ltd disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Finance for Life Pty Ltd will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.
This site is created and controlled by Finance for Life Pty Ltd in New South Wales, Australia. As such, the laws of New South Wales and Australia will govern these disclaimers, and terms and conditions, without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, and terms and conditions at any time.
Should you choose to act on any of the information included in the website, you accept all risks and responsibility for losses, damages, costs and other consequences resulting directly or indirectly from using this site and any information or material available from or through it to the maximum permitted by law.
Finance for Life Pty Ltd limits any liability that cannot be excluded to restoring the service, re-supplying the material or refunding any amount paid to Finance for Life Pty Ltd for the service or material. Any products or services provided by Finance for Life Pty Ltd may be modified over time.
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If any part of this disclaimer is held to be invalid, unenforceable or illegal for any reason, the remaining parts of the disclaimer shall nevertheless continue in full force.
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Information published on this website has been prepared for general information purposes only and not as specific advice to any particular person. Any advice contained in this document is General Advice and does not take into account any person’s particular investment objectives, financial situation and particular needs.
Before making an investment decision based on this advice you should consider, with or without the assistance of a qualified adviser, whether it is appropriate to your particular investment needs, objectives and financial circumstances. Past performance of financial products is no assurance of future performance.
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