Regulatory disclosure
Lodge Partners is committed to providing high standards of client service and to maintaining a reputation of honesty and integrity.
← Back to Lodge PartnersIn the first instance, clients should raise any complaint they have with their Adviser. Alternatively, clients can raise the matter directly with the relevant State Manager.
If clients have not received a satisfactory resolution to their complaint, they can also contact Lodge Partners' Compliance department. If the complaint is not resolved internally to the client's satisfaction, the client may take the matter to the Australian Financial Complaints Authority (AFCA).
You have the right to have any complaint about the service received from us — or any other aspect of our dealings — investigated and dealt with quickly and effectively in accordance with our complaints resolution procedures.
To assist us in responding appropriately, please prepare your complaint in writing, addressed to:
Manager, Group Compliance
Lodge Partners Pty Ltd
Level 40, 80 Collins Street
Melbourne VIC 3000
Telephone: +61 3 9200 7000
Please include as much detail about the circumstances of the complaint as possible, including the names of any of our staff involved. If available, please provide copies of any background documentation along with the complaint.
Following receipt of your complaint, the Manager, Group Compliance will acknowledge receipt in writing and provide an estimate of the time it will take to investigate the circumstances.
The Manager, Group Compliance will fully investigate the complaint and follow up if further information is required from you. They will then prepare a detailed written response after consideration of all relevant documents and, if required, following interviews with the employees involved and their managers. The written response will be mailed or delivered to you.
We are a member of the Australian Financial Complaints Authority (AFCA). Should you have a complaint with us that remains unresolved, you have the option to pursue your complaint with AFCA.
If you remain dissatisfied with our response to a complaint, you may also pursue the matter with ASX Limited.
The Australian Securities and Investments Commission also has an Infoline on 1300 300 630, which you may use to make a complaint and to obtain information about your rights.
Lodge Partners maintains professional indemnity insurance cover that satisfies the requirements of section 912B of the Corporations Act 2001, and which covers claims arising after an AFS Licence holder becomes insolvent or ceases business.