COMPLAINTS & DISPUTES POLICY

BCS BROKING EXTERNAL COMPLAINTS AND DISPUTES POLICY

PREAMBLE

At BCS Broking we are committed to meeting if not exceeding our clients’ expectations whenever possible. We strive to provide a service that is honest, fair, and in the best interest of our clients.

We understand that occasionally disputes and complaints do occur and these are a valuable learning opportunity to enable the business to continually improve its service and relationships with its clients/customers.

If you are not satisfied with a product, service or possible code breach allegation by your broker, please contact our Complaints Officer who will endeavour to resolve your complaint quickly and fairly.

COMPLAINTS OFFICER

Our Complaints Officer is Richard Elson, General Manager. If he is not available, the backup is Shane Stewart, Managing Director.

Our Complaints Officer is responsible for:

Dealing with and attempting to resolve all client complaints that cannot be resolved by the provision of clarification or information;

Advising clients of their rights to lodge complaints with AFCA;

Managing all disputes with clients; and Liaising with AFCA.
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TIMEFRAMES FOR COMPLAINTS MANAGEMENT

The timeframes for responding to and managing complaints are as follows:

Timeframe

Action

24 Hours
(1 business day)

We will acknowledge your complaint in writing or verbally and provide you with the name and contact details of the person managing the complaint.

5 business days

We will provide a written response where the complaint is closed or otherwise provide an update on the progress of the complaint.

10 Business Days

We will provide an update on the progress of any investigation into the complaint at least every 10 business days.

30 Calendar Days

We will provide a final response to you regarding your complaint.
If a response cannot be provided within 30 days due to the complexity of the complaint and requires further investigation, we will make an ‘IDR delay notification’ and will inform you about:
(a)
the reasons for the delay;
(b)
their right to complain to AFCA if they are dissatisfied; and
(c)
the contact details for AFCA

ESCALATION OF COMPLAINT

BCS Broking is a member of the Australian Financial Complaints Authority (AFCA). At any time you have the right to refer your complaint to them. You can contact AFCA on 1800 931 678 or via the complaints page on their website www.afca.org.au.

OUR CHARGES

We do not charge our clients for handling complaints or disputes.