Complaints

If you have a complaint about MyPlanner Professional Services Pty Ltd or one of our financial advisers, we need to hear from you.

To lodge a complaint, please contact the Claims Manager at MyPlanner:
Phone: 07 5560 2300

Mail:
Claims Manager
MyPlanner Professional Services
Level 3, 26 Marine Parade
Southport QLD 4215

or, send us an email

To ensure your complaint is handled in a timely and efficient manner, please provide full details of the complaint including:

  • your full name and contact details
  • if relevant, your financial adviser's name
  • if relevant, your financial adviser's name
  • the names of any service providers, such as any investment or insurance product providers, associated with your complaint
  • any identifying account numbers or other references, such as an investor number, policy number or superannuation account number
  • all supporting documentation
  • the resolution you are seeking.
Once the complaint is received we will:
  • provide an acknowledgement immediately
  • complete a full investigation into all matters raised
  • provide a response letter within 45 days.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

You can contact AFCA by the following methods:
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne, Victoria 3001

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