Complaint Resolution Guide

What should I do if I have a complaint?
If you have any complaints about the service provided to you, you should take the following steps.

Contact your adviser and tell them about your complaint. In most cases, your adviser will be able to deal with your complaint over the phone.

If your adviser has not satisfactorily resolve your complaint within 3 days, please contact our Complaint Resolutions Manager at the following address:

Complaint Resolutions Manager
Insight Private Wealth
Level 31, RBS Tower @ Aurora Place,
88 Phillip Street
SYDNEY NSW 2000

Please mark the envelope “Notice of Complaint”.

If the complaint can’t be resolved to your satisfaction, or you have not received a response within 45 days, you have the right to refer the matter to Financial Ombudsman Service (FOS). They can be contacted on 1300 78 08 08 or you can write to them at:

Financial Ombudsman Service
GPO Box 3
MELBOURNE VIC 3001