Feedback & complaints
We want to hear from you if something has not met your expectations. Every complaint helps us improve, and you have the right to have it handled fairly. Greystone Finance follows the Internal Dispute Resolution (IDR) standards set by ASIC Regulatory Guide 271.
Our internal dispute resolution process
Most concerns are resolved quickly once we know about them. Here is what to expect when you raise a complaint with us directly.
Tell us
Contact your Greystone broker or our office by phone, email or post. Let us know what went wrong and how you would like it resolved.
We acknowledge
We will acknowledge your complaint promptly, normally within one business day, and give you a point of contact who will own it through to resolution.
We resolve
We aim to resolve complaints quickly and fairly. Under ASIC RG 271 we will give you a written response within 30 days, explaining the outcome and your right to escalate.
You can make a complaint verbally or in writing by contacting your Greystone Finance broker directly, or by using any of the following:
- Phone
- 1800 275 564Toll free · Mon–Fri 9am–5pm AEST
- Resolutions, Level 28, 35 Collins Street, Melbourne VIC 3000 View on map
Still not resolved? Contact AFCA
If we cannot resolve your complaint to your satisfaction, or you have not heard back within 30 days, you can refer it, free of charge, to the Australian Financial Complaints Authority (AFCA). AFCA is the independent external dispute resolution (EDR) scheme that provides fair and independent financial services complaint resolution.
- Phone
- 1800 931 678
- info@afca.org.au
- Website
- www.afca.org.au
- Post
- GPO Box 3, Melbourne VIC 3001
General information only. Timeframes reflect ASIC RG 271 maximum response periods and may be shorter in practice.