Dispute Resolution

At BWA Managed Investments, we believe in listening to our customers. This is the only way to continually improve our products and services to meet your needs.

If you have a complaint, a compliment or a suggestion, we'd like to hear from you.

Making a complaint

If you have a problem your first point of contact is our Service Centre on 1300 663 117. Details of how to contact us are here .

If your problem cannot be resolved straight away, we will take the following steps:

• Let you know who is handling your complaint
• Keep you informed of what is happening on a regular basis
• Strive to resolve a complaint within the timeframes stipulated in the PDS

Escalating a Complaint - Client Service Team

If you feel your complaint has not been properly handled or resolved, you can ask for your complaint to be escalated to our Customer Relations Team. You can also contact Customer Relations directly by completing the Customer Complaint form found  here ,or if you require assistance with your complaint, please contact Bankwest's Customer Help Centre, by telephoning 13 17 18. If you remain dissatisfied, you can refer your complaint to the relevant dispute resolution scheme for an independent review. Please refer to dispute resolution procedures contained in the PDS.

Dispute resolution scheme

In the unlikely event that the matter cannot be resolved directly within Colonial First State Investments Limited, you can seek assistance from the Financial Ombudsman Service (FOS). The Ombudsman provides an independent dispute resolution service. Because Colonial First State Investments Limited is a member of the FOS, this service is available to our customers.

A brochure outlining the Ombudsman's Scheme is available through our Service Centre on 1300 663 117.

The FOS is a free and independent dispute resolution service that considers complaints about financial service providers and their affiliates operating in Australia. The Ombudsman is able to investigate disputes, and make decisions that are binding on the financial services provider.

The Ombudsman's contact details are as follows:

	Financial Ombudsman Service GPO Box 3 Melbourne VIC 3001
	Telephone: 1300 780 808
	Fax: (03) 9613 6399
	Website:  www.fos.org.au

 

Paying a compliment

There's nothing quite as motivating or rewarding as receiving a compliment. In fact, when a customer compliments one of our staff members, it helps us recognise that employee appropriately. So please, if you've experienced outstanding service, let us know. Our employee will then be recognised through a special scheme, which rewards outstanding service to our customers.

Making a suggestion

We welcome your suggestions about how we can improve our service to you and would like to receive your comments.

Your Client Service Team Contact Option

• Escalate a complaint
• Pay a compliment
• Make a suggestion

	Manager Client Service Team GPO Box 2515 Perth WA 6001
	Telephone: 1300 663 117
	Fax: 1800 853 628
	Email:  Click here to send us an email