IWM Advisors Australia Complaints Policy
What should I do if I have a complaint?
If you have any complaints about the services we have provided to you, you should take the following steps:
- Contact your financial adviser or contact us by any of the following means:
- Post: PO Box 6082, Chapel Street North LPO, South Yarra VIC 3141
- Email: compliance@inauro.com.au
- Phone: 03 9005 4740
- We will acknowledge your complaint within 24 hours of receipt if practicable to and we will try and resolve your complaint quickly and fairly.
- If you need additional assistance to lodge a complaint, please use any of the above methods to contact us and we can engage accessibility services such as interpreters if required or we can assist you.
- If the complaint cannot be resolved to your satisfaction within 30 business days, you have the right to refer the matter to the Australian Financial Complaints Authority ('AFCA'). IWM Advisors Australia is a member of AFCA. AFCA can be contacted by:
- Post: GPO Box 3, Melbourne, Victoria, 3001
- Email: info@afca.org.au
- Phone: 1800 931 678
- Where we need more time (for example due to complexity or difficulties investigating your complaint), we will write to you to let you know that we need more time, the reasons why and that you have the right to refer the matter to the AFCA is you are dissatisfied.