Human Financial
Effective 1 December 2024
At Human Financial, we want to give our customers the best possible service. If something goes wrong, we’ll do our best to fix it.
The purpose of this Complaints Policy is to explain how Human Financial Management Limited (HFML) handles complaints from retail customers, including those who invest indirectly.
How to make a complaint
We welcome your feedback because it allows us to fix your problem, swiftly and to your satisfaction. It also helps us to improve our service levels.
If you are not satisfied with our products, services, staff, or the handling of your complaint, you can make a complaint by contacting us using one of the following methods:
Phone: 1300 048 135 (9am to 5pm on a business day in Sydney)
Email: help@humanfinancial.com.au
Post: Customer Service
Level 24, 68 Pitt Street
Sydney NSW 2000
There are no specific requirements for making a complaint. However, providing the following information can help us resolve it as soon as possible: your full name and contact details, details of your complaint including copies of any relevant documents, and the outcome you are seeking.
Complaint process
We will acknowledge your complaint as soon as possible (and within 24 hours or one business day of receiving it). We’ll seek to resolve your complaint at first contact or in an otherwise timely manner.
Where we can resolve your complaint within five business days following receipt, we won’t provide you with a formal written response unless you request it. Otherwise, we will investigate your complaint and provide you with a written response within 30 calendar days after receipt.
If your complaint is taking longer to resolve, we will notify you and provide you with the reason prior to the 30 calendar day period.
Our formal written response to your complaint will include the outcome and confirmation of the actions taken to resolve your complaint, or the reasons for rejection or partial rejection of the complaint.
Additional support
Please let us know if you require any additional support or help to make a complaint.
You can appoint a representative to make a complaint on your behalf. A representative could include your financial adviser, financial counsellor, legal representative, family member, or friend. Once we’ve received your instruction to appoint a representative, and your consent to share personal information with them, we won't contact you directly unless you request us to, or in other limited circumstances.
If your complaint is not resolved
If a complaint has not been resolved to your satisfaction or within the required timeframe, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You can make a complaint to AFCA using the following methods:
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
Keeping conversations respectful
Our people are committed to treating your concerns confidentially, respectfully and with professionalism. If you have feedback or a complaint, we ask that you also give them the respect they deserve. We know that the financial world can sometimes be frustrating, but Human Financial won’t tolerate any intimidating or unreasonable conduct towards our staff.
A copy of this policy is available on our website and in hard copy on request.