Resolving complaints

Everyone at Macquarie is committed to providing our clients with the highest standard of products and services available. If you’re unhappy with our products or our service, we would like you to tell us about it and let us know how you think we can fix it.

Where and how to complain
You can complain:

By phone
You can contact the Macquarie Business you’ve been dealing with direct or, if you prefer, by asking to speak to the Complaint Manager. You can use our contacts page to find contact details for all of our businesses.

In writing
You can write to us direct:

The Complaints Officer
Macquarie Group Limited
Level 16
1 Martin Place
SYDNEY NSW 2000

Fax: (61 2) 8232 4437
Email: complaints@macquarie.com

In person
If you've been dealing with us direct, or through one of our branches, you can raise your complaint with us in person through our staff.

How we deal with complaints
We take complaints seriously: they give us important information about how we can better serve our customers and clients.

All of Macquarie's businesses have a Complaint Manager who is responsible for reviewing complaints to ensure they are dealt with appropriately.

If we can't resolve your complaint on the spot we'll acknowledge it and try resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we need to deal with third parties, it might take several weeks to investigate your complaint and address your concerns.

Other options
If you're not satisfied with the outcome we propose, or if you believe you have not received a fair hearing, let us know and, if we think it's appropriate, we'll undertake a further review of your concerns.

In some cases, if you're still dissatisfied with the outcome, you may be able to take advantage of one of the free and independent external dispute resolution schemes we subscribe to. We will tell you when this option is available.

Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is a free and independent dispute resolution service that can consider complaints about most of Macquarie’s Australian businesses, including all Macquarie entities who hold an Australian Financial Services Licence.

For further information and contact details, please go to their website www.fos.org.au

Superannuation Complaints Tribunal
The Superannuation Complaints Tribunal (SCT) is an independent Tribunal established by the Commonwealth Government to deal with complaints about superannuation funds, annuities, deferred annuities and Retirement Savings Accounts (RSA's). The Tribunal is required to be fair, economical, informal and quick.

For further information and contact details, please go to their website: www.sct.gov.au