What should I do if I have a complaint?
If you have a complaint about a service provided to you, please CONTACT US and tell us about your complaint. We will do our best to resolve it quickly.
If your complaint is not satisfactorily resolved within 5 days, please contact McLardy McShane’s Complaints Officer, Tracy Scarella at tracy@mclardymcshane.com.au or put your complaint in writing and send it to the address noted on page 1 of our Financial Services Guide. McLardy
McShane Partners Pty Ltd will try to resolve your complaint quickly and fairly.
If we are unable to resolve your complaint to your satisfaction, as a Steadfast Network Broker we have access to a free, additional, proactive service known as the Steadfast Customer Advocacy service. It can assist if you have a problem related to satisfaction, or fair treatment in relation to your dealings with us, or your insurer. The service can be accessed by sending an email to customeradvocacy@steadfast.com.au, or by calling the Steadfast Group Ltd head office on 02 9495 6500 and asking to speak with the Customer Advocacy Service.
McLardy McShane Partners Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the AFCA. AFCA provides fair and independent financial services complaint resolution
that is free to customers. The AFCA can be contacted at:
Australian Financial Complaints Authority (main address)
GPO Box 3, Melbourne Vic 3001
Phone: 1800 931 678 | Email info@afca.org.au | Website www.afca.org.au