Resolving complaints guidelines


As part of our commitment to providing quality services to our clients, we endeavour to resolve all complaints quickly and fairly. Our policy is to acknowledge any complaint within five business days of receiving it and investigate, properly consider and decide what action (if any) to take and to communicate our decision to you within 45 days. If you have a particular complaint regarding your financial product or investment, please do not hesitate to contact us:

Phone: 13 51 53 (in Australia) or +61 2 9994 7000 (overseas) 

Fax: + 61 (2) 9994 6666

Complaints Resolution Officer
Fidante Partners
Reply Paid 86049
Sydney NSW 2001

If you are not happy with our response or how the complaint has been handled (or if we have not responded within 45 days), you may contact the following external dispute resolution scheme.

Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Tel: 1300 780 808