Fundhost Public Complaints Policy
Customer satisfaction is very important to us. If you are unhappy about our service, our products or our representatives, please let us know so we have the opportunity to put things right. Our team are here to help, so please do not hesitate to contact us if you have a complaint. When you do contact us, it helps if you are able to provide your investor number.
How we address your complaint:
Once you have made your complaint Fundhost will always acknowledge receipt of your complaint. We aim to do this within 24 hours.
We aim to address your complaints as soon as possible. If it is a simple complaint we may be able to address your complaint on the spot, in any case we will aim to address it within 5 days.
Complex or serious complaints are likely to take more time to investigate and assess. We may contact you for more information and service providers may be contacted as part of the investigation process. We will provide you with updates. Typically you will receive a response within 14 days, though we have a 30 day maximum response timeframe to provide a final response.
We aim to provide an outcome to your complaint that is fair, transparent and timely.
For more complex cases that are not resolved within 5 days, we will provide you with a response in writing advising you of the final outcome of your complaint. The response will
- either confirm actions taken to fully resolve the complaint or reasons for rejection or partial rejection of the complaint.
- outline your options for taking your complaint further if you are not happy with our response.
It is possible for some matters the final response cannot be provided within 30 days. If this is the case Fundhost will write and provide details of the reason for the delay.
If you are still unhappy
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Harassment and Abuse:
We understand that when providing a complaint, emotions may run high however Fundhost has a zero tolerance policy for our team members being abused, threatened or belittled. It is beneficial for all if matters can be addressed in a courteous manner. Fundhost has a legal responsibility to provide a safe working environment for employees.
How to lodge a complaint:
If you have a complaint, you can contact us via phone, email or letter. Our business hours are 9.00am – 5.00pm on Sydney business days.
Phone: +61 2 8223 5400
PO Box N561
Sydney NSW 1220
Need extra assistance:
We can also receive complaints and communication via text telephone (TTY) and the National Relay Service (NRS). We also have some cross-cultural staff available if translation services are required.
If you need additional assistance to lodge a complaint, please contact us and we will do our best to assist, your feedback is important to us.