What should I do if I have a complaint?

If you have any complaints about the service provided to you, you should take the following steps.

Contact us and tell us about your complaint.

If your adviser has not satisfactorily resolved your complaint, please contact our Complaints Officer at the following address:

Complaints Officer
Oreana Financial Services Pty Ltd
Level 7, 484 St Kilda Road
MELBOURNE VIC 3004
Phone: 03 9804 7113

If the complaint can’t be resolved to your satisfaction, or you have not received a response within 45 days, you have the right to refer the matter an External Dispute Resolution Scheme as follows: 

Australian Financial Complaints Authority (AFCA)
GPO Box 3, MELBOURNE VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)