How we resolve your problem

We welcome every opportunity to resolve any concerns you may have with our service or any product we have asisted you to purchase. If you have a complaint, are not happy with our service or just want more information, you should tell us. By telling us, you give us the best possible opportunity of fixing things. In the first instance, contact our Customer Service Team by calling 1300 837 000. If you are not satisfied with their response you can request that their manager address your concern.

Internal Dispute Resolution

If your concern is still not resolved to your satisfaction please write to our Internal Dispute Resolution Committee at United Financial Services PO Box 3425 Rhodes NSW 2138. Your concern will be reviewed by our IDR Committee, which has authority to deal with the matter.

We will inform you of the outcome within 45 days of receiving your dispute or complaint.

External Dispute Resolution

If your concern still remains unresolved to your satisfaction you can direct your issue for further review to the Australian Financial Complaints Authority (ACFA).

Australian Financial Complaints Authority

Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

Website: https://www.afca.org.au/

External dispute resolution is a free service established to provide you with an independent mechanism to resolve your specific complaints. However, you must attempt to resolve your complaint with us before contacting AFCA.