Complaints Procedure

If you have a complaint in relation to:

  • a financial advice service, provided to you by an IFS financial planner, we recommend you firstly contact that financial planner and detail your complaint. If you are unable to resolve the complaint in this manner, or prefer not to do so, please contact:

    The Complaints Manager
    Risk and Compliance
    Industry Fund Services Ltd
    Level 22, 2 Lonsdale Street
    Melbourne VIC 3000

We will acknowledge your complaint in writing and upon investigation of the matter respond within 45 days of receipt of your complaint (or longer if agreed by you).

While we seek to resolve the matter with you, if you are not satisfied with our response, you can contact the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678

AFCA is an independent external complaints resolution scheme that provides free advice and assistance to consumers. It helps to resolve disputes between consumers and financial service providers.

Read the IFS Complaints Management Policy here.