TAG Financial Advisors Compliant Handling Policy

 

We follow the ‘client first’ principle and pride ourselves on the quality of our service. However, even with the best of intentions there is the possibility of disagreement or dispute with you about our services. If you have any complaint about the services provided to you, we want you to tell us as soon as you can and we will endeavour to resolve it as quickly as possible. If at any time you have a complaint about the services provided to you, you should take the following steps:

 

  1. Please first contact your adviser and discuss your concern. You may do this verbally, in writing (via letter, email or using the “Contact Us” function on our website) or in person.
     
  2. Hopefully your adviser will be able to rectify the problem. If for any reason your concern is not resolved to your satisfaction within five business days, we encourage you to write a letter or email to us setting out details of your concern at the following address:

 

    The Managing Director

    TAG Financial Advisors Pty Ltd

    PO Box 125

    Darling   VIC   3145

 

Alternatively, you can contact us on 03 9886 0800 or team@tagfinancial.com.au to discuss your concerns.

TAG Financial Advisors Pty Ltd will investigate and seek to resolve your complaint within 30 days from when we receive the notification.

 

  1. If, after 30 days, we have been unable to resolve your complaint to your satisfaction, you may address your complaint to Australian Financial Complaints Authority at the following address:


Australian Financial Complaints Authority

GPO Box 3

Melbourne, Victoria, 3001

Ph: 1800 931 678

www.afca.org.au

 

  1. If you are having difficulty making your complaint via the above channels, you may seek assistance from a trusted friend of family member to help you submit your complaint.  Alternatively if you have granted a power of attorney which is legally valid, your attorney may also assist you and may deal with your complaint directly with us. If English is not your first language, then we will arrange an interpreter to assist you.