Complaints Policy
It is important to us that all clients are happy with the services provided by Matrix. If you have concerns or a complaint about any aspect of your dealings with us, we encourage you to let us know.
You may do this either by writing to us or calling us at the contact points listed below.
Attention: Group Compliance Manager
Matrix Planning Solutions
PO Box Q1493,
QVB NSW 1230
Phone: (02) 8022 3500
Freecall: 1300 663 334
Email: contactus@matrixplan.com.au
Upon receipt of your complaint we will:
- consider your concerns;
- acknowledge them in writing;
- let you know how long it is likely to take to respond to your concerns;
- send you a written response after investigation letting you know whether we accept the complaint and how we will deal with it, or that we do not find evidence to support a complaint against us; and
- evaluate any further comments you may have, and if you are not satisfied, direct you to an external dispute resolutions scheme of which we are a member.
It is our corporate commitment to resolve most client concerns internally to the mutual satisfaction of both parties. However, in the event this is not achieved, the external dispute resolution scheme gives you recourse to an independent body for resolution.
If your concerns are regarding service from your adviser, we recommend you always address them directly to the adviser in the first instance. If this does not produce a satisfactory result, then contact us.
If your concerns relate to the performance of a particular product, we may direct you to the product provider for resolution, and if we can be of assistance will help you contact the appropriate person.