| Contact Us > Complaints Resolution |
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Complaints Resolution
Our complaint resolution procedure is designed to ensure that your concerns are treated seriously and that your complaint is addressed promptly and fairly.
As an Authorised Representative of Count, your adviser can provide services in relation to the following:
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Financial Planning |
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Superannuation |
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Investment Reviews |
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Personal Insurance |
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Home and Investment Loans |
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Business Loans and Leasing |
*Lending services provided via Count’s wholly-owned
subsidiary finconnect (australia) pty ltd, ABN 45 122 896 477. Head Office:
Level 19, 1 Alfred St, Sydney 2000. Registered Finance Broker (ACT) #173
106 45. WA Finance Brokers Licence #4292. Count Advisers who provide Residential,
Business, and Commercial Finance in WA must hold a WA Finance Broker’s
Licence
If your adviser’s level of service in any of the above mentioned
areas, has failed to meet your expectations we would like you to tell
us about your concerns.
In the first instance, please contact your Count Adviser who may be able
to resolve your complaint satisfactorily.
If after 5 days you are not satisfied with your adviser’s response,
please contact us by one of the following means:
| Address: | Complaint Resolution Manager Count Financial Limited GPO Box 3323 SYDNEY NSW 2001 |
| Email: | reportcomplaints@count.com.au |
| Phone: | (02) 8272 0288 |
| Fax: | (02) 9241 7342 |
We will send you a written acknowledgement of receipt and a complaint manager will be assigned to further investigate your concerns.
Upon completion of the investigation, we will advise you of our findings
in writing. In exceptional circumstances, where it has not been possible
to adequately investigate your complaint within 45 days, we will notify
you in writing of the reason/s for the delay and an extension of up to
45 days may be requested.
If you are not satisfied with the outcome of our findings, you may refer
the matter:
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Back to us for another attempt at resolution if you have further information that was not previously provided or if you have additional comments; or |
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If your complaint is in relation to financial planning: the
Financial Ombudsman Service: GPO Box 3 |
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If your complaint is in relation to loans or leasing to: the
Credit Ombudsman Service Phone: 1800 138 422 |
Note: Count Financial Limited is not liable for any disputes pertaining to tax, accounting, software, business development management or any other services unrelated to the services provided under Count's Australian Financial Services Licence. As a result, we are unable to assist you in complaints arising from services not listed above. Please read our disclaimer for further details.