Complaint Handling Policy

Complaint Handling Policy


ISG Financial Services (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:

  1. Your full name, address and contact phone number(s);
  2. A description of your complaint;
  3. Any supporting documentation or information that may support your complaint and assist us to resolve it; and
  4. How you would like us to address 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:

Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Australian Financial Complaints Authority
Reply Paid 252
GPO Box 3
Melbourne VIC 3001
*RG165.43 and RG165.44 of the Regulatory Guide 165 ‘Licensing: Internal and external dispute resolution’