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 tracy@mclardymcshane.com.au 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: info@afca.org.au
Telephone: 1800 931 678

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