Dispute Resolution

Making a Complaint

Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.

Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.

Next, contact your account manager directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If your account manager is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.

If, after following the steps above, your complaint is still not resolved then you may refer the matter to our Compliance Department. They will review your complaint and contact you directly.

You may contact our Compliance department by writing to:

Synergy Financial Markets Pty Ltd
Suite 804, Level 8, 12 Help Street

You can also contact our Compliance team directly by sending an email to: [email protected]

We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.

Dispute Resolution

We expect that our account managers, Supervisors or Compliance Team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

Synergy Financial Markets is a member of the Australian Financial Complaints Authority (member number 26427), an external dispute resolution scheme for the financial services industry.

Australian Financial Complaints Authority

Australian Financial Complaints Authority (AFCA) is an organisation that provides assistance to life insurance policy holders and clients of financial planners, financial service providers or fund managers.

You may contact AFCA by writing to:

Australian Financial Complaints Authority Limited
GPO Box 3,
VIC 3001

Toll free: 1800 931 678

Fax: 03 9613 6399

Website: www.afca.org.au

Email: [email protected]