For general enquiries or if you are unable to find your specific product in the list above, please contact our Customer Relations team. If you’re an existing customer, please use our online form and we will contact you for more information.
GPO Box 2861
Adelaide SA 5001
BT Margin Lending
GPO Box 3917
Sydney NSW 2001
Life Insurance Policy Services
GPO Box 524
Sydney NSW 2001
Mon-Fri 9am – 5:30pm
International Towers Sydney
200 Barangaroo Avenue, Sydney NSW 2000
Lines are answered 8:00am - 6:30pm, Mon-Fri (Sydney/Melbourne time).
If calling from overseas, please call
Pendal Group (formerly BT Investment Management) is a separate company and enquiries regarding BTIM or Pendal should be made to them directly, details are available on the Pendal Group website.
BT Financial Group is committed to providing great service and our people are dedicated to ensuring we help you achieve your financial goals.
If we have not lived up to this promise and you have a concern or complaint, we want to listen and ensure your issue is dealt with in a fair and balanced way.
To make a compliment, complaint or suggestion about our products, services or the website, please leave us some feedback so we can work with you to improve our services to you.
Please send your letter to us by:
Fax 02 9274 5780
Post BT Financial Group GPO Box 2675 Sydney NSW 2001
For complaints, our Customer Relations Team will be able to support you on 132 135.
If they can’t resolve your concern they will refer it to our Complaints Team, where a dedicated case manager will acknowledge your complaint within 48 hours and be your point of contact until the resolution of your complaint.
We’ll aim to resolve your complaint within 10 business days of receipt. If your complaint takes longer than this to resolve, we’ll explain the delay, keep you updated and remain in contact with you until it is resolved. We’re required by law to resolve your complaint within 45 days for investment products and 90 days for superannuation products.
If you are still unhappy with the outcome of this process, contact Adrian Ahern, your customer advocate. Adrian will provide an objective and independent review of the outcome of your complaint. You can email Adrian at firstname.lastname@example.org
If you would like to learn more about our customer advocate and his appointment, please visit Your Customer Advocate
If you feel we have still not fairly resolved your problem you may be able to refer your complaint to the free, external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). Please note that time limits apply for referring matters to AFCA. These time limits vary depending on the type of complaint being referred.
The contact details for AFCA are set out below.
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001