Complaints Handling and Dispute Resolution Policy

What to do if you have a complaint

We are committed to providing our clients with the best possible service. If at any time you are dissatisfied with a service provided by us, please contact us so we can work towards a resolution.

The purpose of this policy is to outline how we identify, manage and promptly resolve complaints received by Montgomery Investment Management Pty Ltd from external parties.

How to make a complaint

You can raise a complaint by contacting us via phone, email or post: 

• Phone: 02 8046 5000
• Email: office@montinvest.com
• Mailing address: Montgomery Investment Management Pty Ltd, Suite 5.01, Level 5, 17 Castlereagh Street, Sydney NSW 2000

Your financial adviser or representative can also raise a complaint on your behalf.

What we will do

We take all complaints seriously and strive to address them promptly. We aim to acknowledge receipt of a complaint or dispute immediately and seek to resolve all complaints within 30 calendar days after receiving a complaint.

If we cannot resolve a complaint within this timeframe, the complaint may be referred to external dispute resolution organisation, Australian Financial Complaints Authority (AFCA), whose contacts are listed below.  

Key steps in how we handle complaints:

• Acknowledge: We will acknowledge your complaint within one business day, or as soon as practicable either verbally or written.
• Final response: We will provide you with a final written response regarding the complaint as soon as possible, but in any event within 30 days of receiving the complaint. Please note that we will not provide a final response where we have resolved the complaint to your satisfaction within five business days and you have not requested a written response.
• Notification of delays: We will notify you if there is going to be a delay in providing a final written response within the 30 days, particularly if your compliant is complex or circumstances beyond our control are causing the delays.

What to do if you are still not satisfied

We are a member of the Australian Financial Complaints Authority (AFCA). If an issue has not been resolved to your satisfaction and you are a retail client, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. 

AFCA’s contact details:

• Website: www.afca.org.au
• Email: info@afca.org.au
• Telephone: 1800 931 678 (free call)
• In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001