Oreana Financial Services Pty Ltd AFSL 482234
Complaints Handling Information Sheet
This document explains how you can make a complaint, our process for handling your complaint and the steps you can take if you are not satisfied, with our response to your complaint or the time that it takes for us to respond.
We acknowledge the importance of having an effective and efficient complaints handling framework which provides us with valuable client feedback. We adopt a client focused approach and are open to feedback.
A complaint is:
Any expression of dissatisfaction made to or about a business which relates to its products, services, staff or our handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
How can you make a complaint?
You can make a complaint to us at Oreana Financial Services in any of the following ways:
For any written complaints please send it to:
Complaints Officer
Oreana Financial Services Pty Ltd
Level 17, 627 Chapel Street, South Yarra, VIC 3141
Phone: +61 3 9804 7113
In Person: You can also raise a complaint in person with any of our advisers.
What information do you need to provide us?
When making your complaint, please tell us:
- Your name
- How you wish us to contact you (for example, by phone, email)
- Your adviser’s name
- What your complaint is about
- What you are seeking to resolve your complaint
Do you need help to make your complaint?
If you need help to make or mange your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint. We can also arrange an interpreter for you to help you make your complaint. If you require access to this document in another language, we can arrange for this to be translated into another language on your request.
What happens when you make a complaint?
Your satisfaction is important to us, and we have procedures in place to resolve any concerns promptly and fairly. If you have any concerns or complaints regarding the advice you receive or other aspects of our service, as a first step please contact your advisor and we will do our best to resolve your concern quickly and fairly.
If your advisor has not satisfactorily resolved your complaint, please put your complaint in writing or contact our Complaints Officer on +61 3 9804 7113.
For any written complaints please send it to:
Complaints Officer
Oreana Financial Services Pty Ltd
Level 17, 627 Chapel Street, South Yarra, VIC 3141
We will acknowledge your complaint in writing within one business day of receiving it, or as soon as is practicable. And a written response will be
provided within 30 calendar days after receiving the complaint. If your complaint takes longer than 30 days to respond to, we will notify you as soon as we become aware of this.
If you are still not satisfied with our response, then you may refer the matter to the Australian Financial Complaints Authority (AFCA). The
Australian Financial Complaints Authority is the external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. Our AFCA number is 37074.
What happens if we reject your complaint?
If we reject your complaint (in full or in part), our written response will also state:
- Identify and address the issues you raised in your complaint, and
- Set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information, and
- Provide a sufficient level of detail in order for you to understand the reasons for our decision so that you can decide whether to escalate your complaint to AFCA.
If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA. We are required to be a member of AFCA and you can contact them using the following:
Email: info@afca.org.au
Phone: 1800 931 678
Online: afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001