Dispute Resolution

 

Complaints

 

Our reputation is built on matching the appropriate product(s) to the individual’s requirements. We go to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where clients may be dissatisfied with the outcomes of our consultation process.  If you have a complaint about the service that we provide, the following steps or avenues for resolution are available to you.

 

Step 1

Most complaints arise from miscommunication and can usually be fixed quickly.  So, please contact Andrew Thacker first and tell her about your concerns.

 

Step 2

We pride ourselves on our reputation, and want to ensure that all concerns and complaints are fully documented, investigated and resolved in a timely manner.  So, if the issue is not satisfactorily resolved within 1 working day by talking with Andrew Thacker, we will apply our internal complaints process to manage your complaint appropriately.  In this instance, the complaint may be internally escalated to our Complaints Officer. You may also contact the Complaints Officer directly.

 

Complaints Officer

Name:              Andrew Thacker

Phone:              0409517689

Email:               andrew@mcls.com.au

 

Note: In some instances your broker may also be fulfilling the role of the Complaints Officer.  This will not affect the capacity to have your complaint dealt with appropriately.

 

By using our internal complaints process we hope to assist you to resolve your complaint quickly and fairly.  The maximum time frame in which to provide a response to you is 45 days, although in pursuit of best practice and the reputation of our organisation, we aim to resolve these issues in a much shorter time frame.