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Effective date: 01/07/2025
We want to give our clients the best experience, so if you’re unsatisfied in any way, we’d like you to tell us about it.
We’ll take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also, and provide us with reasonable assistance during the process.
Our complaints process
The best way to contact us is by telephone at (02) 4928 8500 or by email at compliance@cutcher.com.au.
You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint. If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or a financial counsellor.
How long will the process take?
We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.
Some complaints require more investigation. If this happens with your complaint, we’ll give you a written response within 30 days of receiving your complaint. We’ll also keep you informed of our progress.
If we can’t resolve your complaint within 30 days, we’ll get in touch to explain why and let you know how to contact an external Dispute Resolution Authority.
What happens if you’re not happy with our response?
Financial services are authorised under the licence held by Cutcher & Neale Financial Services Pty Ltd AFSL No. 433814.
Mortgage broking services are authorised under the licence held by Cutcher & Neale Finance Pty Ltd ACL 381084.
Both Financial Firms are required to be members of the Australian Financial Complaints Authority (AFCA), which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
If your complaint is about our accounting services, you should contact Chartered Accountants Australian and New Zealand.
Chartered Accountants Australia & New Zealand
Conduct & Discipline
GPO Box 9985
Sydney NSW 2001
Website: www.charteredaccountantsanz.com
Email to: membercomplaints@charteredaccountantsanz.com
If your complaint is about privacy, you should contact The Office of the Australian Information Commissioner.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Website: oaic.gov.au
Phone: 1300 363 992
SYDNEY
Suite 1.03, Level 1, 100 Pacific Highway,
North Sydney, NSW, 2060
Australia
MELBOURNE
Level 8/60 Albert Rd,
South Melbourne VIC 3205
Australia
BRISBANE
Suite 5, 36 Agnes Street,
Fortitude Valley, QLD, 4006
Australia
NEWCASTLE
Level 3, 130 Parry Street,
Newcastle West, NSW, 2302
Australia
PHONE
1800 988 522
EMAIL
cnmail@cutcher.com.au
ADDRESS
Sydney
Suite 1.03, Level 1, 100 Pacific Highway,
North Sydney 2060,
Melbourne
Level 8/60 Albert Rd,
South Melbourne VIC 3205
Brisbane
Suite 5, 36 Agnes Street,
Fortitude Valley, QLD, 4006
Newcastle
Level 3, 130 Parry Street,
Newcastle West, NSW, 2302
PHONE
1800 988 522
EMAIL
cnmail@cutcher.com.au
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