How can we help?

If you’re ever unhappy about something we’ve done – or perhaps not done – please give us the opportunity to put things right. We want to hear from you so we can work with you to find a resolution.

If you would like to write to us

Please address your letter to “The Complaints Officer” and send it to us by

E-mail: customer.relations@btfinancialgroup.com

Fax: 02 9274 5780

Post: BT Financial Group, GPO Box 2675, Sydney NSW 2001

If you would like us to contact you

Please use our online form and we will contact you for more information.

What happens next?

We will acknowledge receipt of your complaint. We will try to resolve the matter immediately, and we will let you know if we need additional time.

Please let us know how you would prefer to be contacted – this can be by phone, post or email.

How long will it take to resolve your complaint?

We aim to resolve your complaint within five business days of receipt.

If your complaint takes longer than this to resolve, we will explain the delay, keep you updated with what is happening and remain in contact with you until it is resolved.

What if I’m still not satisfied

If you feel we have still not fairly resolved your problem there are several industry bodies that can help.

For unresolved complaints about general investments, margin lending and wrap, contact:

Financial Ombudsman Service

Address: GPO Box 3, Melbourne, VIC 3001

Phone: 1300 780 808

Fax: 03 9613 6399

E-mail: info@fos.org.au

Website: www.fos.org.au

For unresolved complaints about superannuation and retirement products, contact:

Superannuation Complaints Tribunal

Address: Locked Bag 3060, GPO Melbourne, VIC 3001

Phone: 1300 780 808

Fax: 03 8635 5588

E-mail: info@sct.gov.au

Website: www.sct.gov.au