Complaints
If you have a complaint about the services offered by
ESI Financial Services, you should take the following
steps:
- Contact the ESIFS representative that you have had contact with
and tell them about your complaint.
- If at that time your complaint cannot be immediately resolved
to your satisfaction, you will be asked to put your complaint in
writing and send it to ESIFS. You will be notified that your
complaint has has been received and that it will be dealt with
quickly and fairly in an effort to resolve it. ESIFS will endeavour
to provide a resolution to you within six weeks after your written
complaint is received.
- If the resolution provided to you is not to your satisfaction,
you also have the right to complain to the Financial Ombudsman
Service. They can be contacted on 1300 780 808.
The Australian Securities and Investment Commission (ASIC) also
has a freecall infoline on 1300 300 630, which you may use to make
a complaint and obtain information about your rights.
Compensation arrangements are in place that satisfy current
legislation. ESIFS has Professional Indemnity (PI) insurance in
place. PI covers both current representatives/employees and those
representatives/employees who no longer work for the licensee (but
did so at the time of the relevant conduct).