Complaints

If you have a complaint about the service provided by us you should:

  1. Let us know your concerns. We value your feedback and the opportunity to improve our service. In the first instance, please let us know your concerns.  Alternatively you can email or write setting out details of your complaint to:

The Complaints Manager, Infocus Securities Australia Pty Ltd (Infocus). Email: [email protected]; or Post: PO Box 1856, Sunshine Plaza QLD 4558; or Telephone (07) 5406 5000.

  1. Outline the specific areas of service, which have not met with your satisfaction. Detail in your letter, as simply as possible, all the facts relating to your complaint and how you believe we can investigate and resolve this matter to your satisfaction.
  2. Infocus will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. Infocus will endeavor to resolve your complaint within 30 business days. We will keep you informed of what is happening to your complaint if this investigation cannot be resolved within this time.
  3. If you still do not get a satisfactory outcome, you have the right to take the complaint to the Financial Ombudsman Service (FOS).

Infocus is a member of the external complaints resolution scheme operated by FOS. FOS provides free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. FOS may undertake an independent external investigation of the complaint or enquiry. Member companies like Infocus are bound by any decisions made by FOS. You can write to the Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001 or telephone toll free 1300 780 808.

**For businesses with other entities, this complaints section should be on the Financial Services Page or should be clearly identified as being relevant to Financial Services complaints only.**

GAIN INSTANT ACCESS
Invest In Your Wealth
(because if your don't, who will?)

Make 2018 the year you change 
your financial path forever
close-link

Download a free PDF version of this Ultimate Guide...

And create a plan to have enough money to live the life you want.

the ultimate guide to better personal finances
close-link

Subscribe to get instant access to The Ultimate Guide to Better Personal Finances PDF

the ultimate guide to better personal finances
close-link