Investing Finnese is committed to:
• providing a high standard of client service;
• addressing complaints efficiently and promptly; and
• maintaining our good reputation for integrity and accountability.
To achieve the above, we rely on your cooperation with our complaint handling staff by providing clear information and behaving reasonably.
If you are dissatisfied with our services you can make a complaint:
• In writing: Investing FinneseCorp Financial Services Pty Ltd, Lienassie, United Kingdom
• By phone:
Calling within Australia: +447957104429
Calling from outside UK: +447957104429
• By email: info@investingfinnese.com
If you need additional assistance to lodge a complaint, please talk to our staff, who will be able to advice and provide help.
Once we have received your complaint, we will send you a complaint acknowledgement. We will then assess and investigate your case and provide you a response.
Our internal procedures generally allow us up to 30 calendar days to deal with a complaint, if we are unable to resolve the complaint within 30 calendar days, we will:
• inform you of the reasons for the delay;
• provide you with updates on the progress of the complaint;
• specify a date when a decision can be reasonably expected;
• remind you of your right to complain to External Dispute Resolution body; and
• provide you with the contact detail of the External Dispute Resolution body.
If you are not satisfied with our final response, it is your right to complain to:
• the Australian Financial Complaints Authority (AFCA) for Australian resident clients; or
• the Financial Disputes Resolution Service (FDRS) for New Zealand resident clients.
AFCA and FDRS are independent external dispute resolution schemes who will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws.
AFCA and FDRS have the authority to resolve the complaint and Investing Finnese will be bound by their determination. Should you decide to lodge a complaint with AFCA or FDRS, you can do so free of charge.