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WHAT TO DO IF YOU HAVE A COMPLAINT

We recognise that even in the best run organisations things can go wrong. If you have a complaint, please tell us so we can fix the problem. Most complaints can be resolved within a few days. If your complaint cannot be resolved quickly, we will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction.

In resolving your complaint, we will:

  • acknowledge your complaint and make sure we understand the issues
  • record your complaint and investigate the matters raised
  • do everything we can to fix any problems
  • keep you informed of our progress
  • give you our name, a reference number and contact details so that you can follow up at any time and provide a written resolution letter which explains our investigation, decision and reasons for our decision

HOW TO CONTACT US:

To lodge a complaint, you can contact us by:

Mail            

CFS Complaints Resolution
Reply Paid 27
Sydney NSW 2000

Email 

contactus@cfs.com.au

Website

Submit feedback form

(www.cfs.com.au/feedback)

Phone

13 13 36

Monday to Friday between 8am – 6pm AEST.

HOW LONG WILL IT TAKE BEFORE WE GET BACK TO YOU?

We will make every effort to resolve your query as quickly as possible and keep you informed of our progress.

There are maximum timeframes in which a final response must be provided to you, depending upon the type of complaint. From 5 October 2021, the maximum timeframes will be reducing for certain complaint types, please see the below table for a summary of these changes:

Complaint type
Current maximum timeframes
From 5 October 2021
Superannuation complaints relating to death benefit distributions No later than 90 calendar days after receiving the complaint No change
Superannuation complaints – not related to death benefits distributions
(i.e superannuation/pension product complaints)
No later than 90 calendar days after receiving the complaint No later than 45 calendar days after receiving the complaint
All other complaints (i.e. non-super related, general investment product/IDPS related complaints) No later than 45 calendar days after receiving the complaint No later than 30 calendar days after receiving the complaint

EXTERNAL DISPUTE RESOLUTION

If at any time you are not satisfied with the handling of your complaint or the resolution we have provided, you can lodge a complaint the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA by:

Website:

www.afca.org.au

Email:

info@afca.org.au

Phone:

1800 931 678 (free call)

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Time limits may apply to lodge a complaint to AFCA so you should act promptly and consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.