Complaints Resolution
We value our customers and their feedback. If you have a complaint, please inform us. We will handle it professionally, confidentially, and in a responsive manner.
How can we help?
The KeyInvest Complaints Guide will assist you through the process. At KeyInvest we value our customers and we understand that, although we aim to provide a high level of service at all times, you may at times feel that this is not the case and there may be concerns you wish to raise with us.
We therefore encourage you to inform us of any complaints you may have so we can work towards resolving them.
How to make a complaint
If you have a complaint about any financial products or services provided to you, you should contact our Investor Services team by:
- calling our team on 1300 658 904;
- in writing addressed to KeyInvest Investor Services via post (GPO Box 3340 Rundle Mall SA 5000);
- or email ([email protected]);
- or in person at Level 5, 49 Gawler Place, Adelaide.
Assistance
You may appoint someone else to manage your complaint on your behalf, for example, a friend or family member, a legal representative or financial counsellor. We will talk to your representative if you authorise us to do so. We can also arrange an interpreter to assist you in lodging and managing your complaint, subject to availability.
Acknowledgement
We will acknowledge your complaint within one business day of receiving it. If your complaint is made verbally and resolved on the spot we will acknowledge your complaint verbally at the time of contact.
Investigation
A member of our Investor Services team will investigate and aim to resolve your complaint within 5 business days. If our team is unable to resolve your complaint within 5 business days, it will be escalated to our Complaints Manager.
Responding to your complaint
We aim to resolve all customer complaints within five business days. However, the whole process could take up to 30 calendar days, depending on the nature of the complaint.
If your complaint is resolved to your satisfaction within five business days no written response will be provided unless you request one. In all other cases we will provide you with a written response.
Taking your complaint further
If your complaint has not been resolved to your satisfaction, you can contact Australian Financial Complaints Authority (AFCA). AFCA provide an independent complaint service that is free and can be contacted as follows:
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001