Complaints Process

We want to give our clients the best experience, so if you are unsatisfied in any way we would like you to tell us about it.

We will 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

1. Collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation.
   
   
2. Get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy which is available on our website.
   
   The best way to contact us is by telephone at 02 4928 8500 or email at cnmail@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 financial counsellor. 
   
   
3. We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away. 

How long will the process take?

We aim to resolve all complaints as quickly as possible. If we cannot give you an answer immediately, we will aim to get back to you within 5 business days.

Some complaints require more investigation. If this happens with your complaint, we will give you a written response within 1 month of receiving your complaint. We will also keep you informed of our progress.

What happens if you are not satisfied with our response?

If you are not satisfied with our response to your complaint, or the way we've dealt with it, you have the right to ask for reconsideration of the response by the Managing Partner. Such a request should be made in writing and forwarded by post or email to the address provided below: 

Mail: Level 3, 130 Parry Street, Newcastle West, NSW,2302
Email: cnmail@cutcher.com.au

The following external bodies can be contacted if you wish to escalate your complaint:

For financial service-related complaints, you should contact:

Australian Financial Complaints Authority (AFCA)

Mail: GPO Box 3, Melbourne, VIC, 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678

The Office of the Australian Information Commissioner.

Mail: GPO Box 5218, Sydney, NSW  2001
Website: oaic.gov.au
Phone: 1300 363 992

Should you wish to download this guide as a PDF, please click the following link: