Resolving complaints

This website

This website is operated by the Macquarie Group (being Macquarie Group Limited and its related bodies corporate) (“we”, “us” or “our”) for and on behalf of Bell Potter Securities Limited (“Bell Potter”).

We are 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:

Online
Please refer to the submission form located on our Feedback and Complaints page here.

By email
Email: complaints@macquarie.com

By phone
You can contact us directly or, if you prefer, ask to speak to the Complaints Officer.

In writing
You can write to us at:

The Complaints Officer
Macquarie Group Limited
Level 17
1 Martin Place
SYDNEY NSW 2000

In person
You can raise your complaint with us in person through our staff in one of our branches.

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

We have dedicated Complaints Teams who are 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 to 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.

Options for review

If you have raised your concerns with our complaints team, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by the Australian Financial Complaints Authority.

Australian Financial Complaints Authority

The Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Customer Advocate

The Macquarie Customer Advocate’s role is to:

  • promote fair and reasonable customer complaint outcomes
  • minimise the risk of future problems by reviewing key customer themes
  • provide a customer-centric voice when making recommendations to improve customer experience

The Customer Advocate is separate to Macquarie’s operating, risk and support groups including its internal dispute resolution teams.

To contact the Customer Advocate:

Email: customeradvocate@macquarie.com
Customer Advocate
Macquarie Bank Limited
GPO Box 4294
Sydney NSW 1164