ISG Financial Services Limited (ISG) is mindful of the need to ensure that clients are treated fairly and consistently, and that we handle complaints or disputes internally in an efficient, timely and effective manner. This Complaint Handling Policy are aimed at ensuring that clients’ expressions of dissatisfaction are heard and that ISG address them genuinely, efficiently and effectively. We believe that addressing complaints in this way can also assist us to improve our business systems, products and services*.
Complaints covered by these procedures
Any complaint made to ISG by a client about its products or services, or the complaints handling process itself, is covered by these complaint handling procedures.
Lodging a complaint
You can lodge a complaint by contacting ISG as follows:
Post: Level 19 / 10 Eagle Street, Brisbane 4000 QLD
To help us investigate and resolve your complaint effectively, please provide us with the following information with your complaint:
Complaint handling process
If we receive your compliant in writing we will acknowledge receipt of it immediately.
ISG will attempt to resolve your complaint within 30 days.
If you are dissatisfied with how we dealt with your complaint, please let us know and we will undertake a further review of your concerns. If you are still dissatisfied with the outcome and you are resident in Australia, you have the right to refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority. Their contact details are as follows: