Complaints

At FIIG Securities Limited, we pride ourselves on our commitment to delivering excellent client experiences and high-quality fixed income solutions to our clients. However, should these products or services not meet your standards, please inform us.

When lodging a written complaint, please provide any documents or records (including account statements, transaction statements and records of correspondence with FIIG) that provide details on the issues that have occurred.

It is important to us that we resolve any issues in a timely and effective manner to continue to ensure we are providing you with the best client experience.

FIIG Products (excluding FIIG Managed Funds products)

For any questions regarding FIIG Securities Limited products, we encourage you to first discuss these with your FIIG relationship manager.

If you are dissatisfied with their response, and wish to escalate your query into a formal complaint then please contact us using the details below:

Phone: 1800 01 01 81

Email: complaints@fiig.com.au  

Post: FIIG Securities Limited, GPO Box 1186 Brisbane QLD 4001

Managed Funds products

For any complaints regarding FIIG Managed Fund products, Equity Trustees, the responsible entity of the Fund has an established complaints handling process and is committed to properly considering and resolving all complaints. If you have a complaint about your investment, please contact Equity Trustees on:

Phone: 1300 133 472

Email: compliance@eqt.com.au  

Post: Equity Trustees Limited, GPO Box 2307, Melbourne VIC 3001

EQT will acknowledge receipt of your complaint within 1 Business Day or as soon as possible after receiving the complaint. EQT will seek to resolve your complaint as soon as practicable but not more than 30 calendar days after receiving the complaint.

If you would like to further understand the nature of our relationship with EQT or the complaint handling process, please refer to the Fund Product Disclosure Statement.

How we deal with complaints

At FIIG, we take complaints seriously. We are committed to resolving all complaints and providing the best possible outcome or explanation for why something has occurred.

You can expect us to acknowledge receipt of your complaint within 24 hours or as soon as possible. We are committed to resolving your complaint quickly and to answer any outstanding questions you may have to the best of our ability.

External Dispute Resolution Scheme Membership

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. FIIG is a member of this scheme.

Website: www.afca.org.au

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

The external dispute resolution body is established to assist you in resolving your complaint where you have been unable to do so with us or Equity Trustees. However, it is important that you contact us first as AFCA will be unlikely to be able to assist unless you have already raised your complaint with us.