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 |
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.
For simple cases, please contact your Count adviser who may be able to resolve your complaint satisfactorily.
If you are not satisfied with your adviser’s response, or your complaint is of a serious nature, 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 an impartial 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 by outlining your concerns and comments; or |
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To our External Complaint Resolution Scheme. |
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.
