Complaints and Disputes Handling

What should I do if I have a complaint?


We subscribe to the Insurance Brokers Code of Practice and are a member of the Australian Financial Complaints Authority (AFCA). Therefore, we are committed to attempt to resolve any issues promptly and fairly in accordance with our Complaints & Disputes Policy.


If you are not satisfied with a product, service, or possible breach by your broker, authorised representative or one of our team:


Please contact your authorised representative with whom you are dealing.


If your complaint is not satisfactorily resolved or responded to, please contact our Complaints Officer, Tracy Scarella, at [email protected] or post to:


Tracy Scarella

Complaints Officer

McLardy McShane

Level 3, Building 7, Botanicca Corporate Park

570-588 Swan Street, Richmond VIC 3121


We will attempt to resolve your complaint fairly and quickly. The Complaints Officer will acknowledge your complaint in writing and endeavour to resolve the matter within 30 calendar days of receipt.


If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.


Further information about AFCA is available from our office, or you can contact AFCA at:


Website: www.afca.org.au

Email: [email protected]

Telephone: 1800 931 678


In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Compliance

What is the definition of a complaint?


The definition of a complaint from ASO ISO 10002-2006 and ASIC RG 165:

An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

 

What should I do if I have a complaint?


1. If you have a complaint about a service provided to you, please contact Harris Insurance Solutions and tell us about your complaint. Will do our best to resolve it quickly.

 

2. If your complaint is not satisfactorily resolved within 21 Days, please contact Tracy Scarella the McLardy McShane Complaints Officer at [email protected] or put your complaint in writing and send it to the address noted on page 1 of this FSG. McLardy McShane Partners Pty Ltd will try to resolve your complaint quickly and fairly.

 

3. McLardy McShane Partners Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to the AFCA. AFCA provides fair and independent financial services complaint resolution that is free to customers. The AFCA can be contacted at:


Australian Financial Complaints Authority

GPO Box 3, Melbourne VIC 3001

Ph - 1800 931 678

Email - [email protected]

Website - www.afca.org.au


Contact Us

To request a call from one of our team members, simply fill in the enquiry form below.

Alternatively, you can call our Melbourne office directly on 03 9116 4008