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Feedback

We listen, respond and respect every customer’s choice, needs and objectives. Our staff can assist with the feedback; they will be objective and proactive in responding to our customers in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved as prescribed in the Australian Securities and Investments Commissions (ASIC) regulatory guide (RG165).

In order for us to have a balanced view of our customers’ experience with us, we also like to hear when we have exceeded your expectations or you have a suggestion related to the products or services provided by the Group.

Resolving complaints

Our dedicated Client Service Team is here to listen to you and represent your voice.

The Client Service Team will seek to understand your expectations and needs by engaging with you. Their learnings from your experience will be used to enhance the way we do business in the future.

There are many ways customers can provide their feedback to our Client Service Team:

Further help is available

If you are not satisfied with the response provided by our Client Service Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of progress and provide a response:

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to:

Australian Financial Complaints Authority

GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: 03 9613 6399
Email: info@afca.org.au
www.afca.org.au

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner

GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
www.oaic.gov.au

You can also read the Bendigo & Adelaide Bank Group’s Customer Feedback Management Policy (including detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting).

 

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Leveraged Equities Limited ABN 26 051 629 282 AFSL 360118
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