Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.
Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.
Next, contact your account manager directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If your account manager is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.
If, after following the steps above, your complaint is still not resolved then you may refer the matter to our Compliance Department. They will review your complaint and contact you directly.
You may contact our Compliance department by writing to:
Synergy Financial Markets Pty Ltd
Level 27, 25 Bligh Street
You can also contact our Compliance team directly by sending an email to: firstname.lastname@example.org
We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.