The Banksia Financial Group (Banksia) has a number of companies offering financial products to clients. If you are a client of Banksia or have dealt with Banksia on a business matter and you wish to make a complaint, the following materials are designed to assist you.
- Do we have an internal complaints procedure?
- Yes. Banksia has a detailed procedure for complaints. This procedure covers receiving, investigating and resolving a complaint.
- How do I commence a complaint?
- You can contact any Banksia office by any of the following means:-
- In person at the Banksia office
- By telephone
- By facsimile
- By e-mail
- By ordinary post (see below for details)
There is a form that can be made available to you to record your complaint or you can speak directly to a Banksia representative who will complete a written record of your complaint. All Banksia employees who have contact with clients are trained in the internal complaints procedure and will assist you in recording your complaint.
- Is there a person appointed to receive complaints?
- There is a Complaints Officer for the Banksia located in the group’s administration centre at Kyabram, Victoria. All complaint matters are referred to the Complaints Officer who will implement the complaints procedure.
- What will happen to my complaint?
- You will be contacted for a discussion of your complaint details. The Complaints Officer, or his delegate, will investigate the complaint and interview other Banksia persons involved in the matter. When the facts have been investigated internally, you will be contacted about the matter. If the matter of your complaint is not satisfactorily resolved, you are entitled to make a written complaint to an external body called the Financial Industry Complaints Services Limited (FICS) located at 31 Queen Street, Melbourne, 3000. Banksia is a member of this service. You can contact FICS on freecall 1300 78 08 08.
How to contact us
- Correspondence to:
- 157 Fenaughty Street, Kyabram, VIC 3620
(PO Box 888, Kyabram, VIC 3619)
Telephone: Freecall 1800 333 114 or 03 5852 3344
Facsimile: 03 5853 2882
E-mail: info@banksiagroup.com.au