We are a member of the Australian Financial Complaints Authority (AFCA), an independent and impartial complaint resolution scheme approved by the Australian Securities and Investments Commission.
Being a member of AFCA shows our commitment to providing our clients with the highest level of personal service and professionalism.
Whilst we always strive to provide the best possible service, we understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns.
Internal Dispute Resolution
If you do have a complaint, please call, email or write to the Complaints Officer;
Hatch Financial Services
409a Wattletree Road
MALVERN EAST VIC 3145
Phone: 1300 442 824
Please make sure you include as much information as you can and explain the details of your complaint as clearly as you can. When we receive a complaint, we will attempt to resolve it promptly.
External Dispute Resolution
If an issue has not been resolved to your satisfaction, 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.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.