How to make a complaint
We view complaints as an opportunity to improve our advice and services to our clients. If you are dissatisfied with our services, we will take your concerns seriously, and in doing so, we ask that you to treat our staff with respect during the process.
How can you complain?
Initially, we recommend speaking to your Accru contact to explain why you are not satisfied. It’s possible that discussing your concerns openly with us may enable them to be resolved to your satisfaction.
If you are not comfortable raising your concerns with your Accru contact, or you have already done so and are not satisfied with their response, you can contact us in one of the following ways:
- By contacting our Complaints Manager, Peter Brindley at PBrindley@accrumelb.com.au or by calling 03 9835 8200.
- By writing to us at:
Complaints Manager
PO BOX 268
CAMBERWELL VIC 3124
When making a complaint, we need as much information as possible to enable us to understand your concerns, so we can investigate these thoroughly. It would be helpful if you are able to tell us:
- Your full name and how we can contact you;
- What your complaint is about, including who you have been dealing with at Accru; and
- How you would like your complaint resolved.
What happens when we receive your complaint?
When we receive your complaint, we will acknowledge receipt as soon as practical. We may need to contact you to obtain further information so that we have a full understanding of the cause of your concern.
We will investigate your concerns and provide a written response to your complaint within 30 business days. If there are complexities with obtaining information that make it difficult to respond within 30 business days, we will write to you to inform you of the reasons for the delay.
In some instances, we may be able to resolve your complaint to your satisfaction within 5 business days. In these cases, we will ask you to confirm that you are satisfied with the outcome, and a written response may not be required.
For clients of Accru Wealth Management only
As the holder of an Australian Financial Services Licence (AFSL), Accru Wealth Management is required to be a member of the Australian Financial Complaints Authority (AFCA) which is an external dispute resolution scheme that will consider matters brought about by clients at no cost to you. Our AFCA membership number is 10353.
For clients of Accru Wealth Management, if you are not satisfied with our response to your complaint, or if we do not respond within 30 days, you are entitled to escalate the matter to the Australian Financial Complaints Authority (AFCA).
You can complain to AFCA by:
- Lodging details of your complaint through their make a complaint online portal on their website, www.afca.org.au.
- Emailing info@afca.org.au
- Phoning 1800 931 678
- Writing to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001