How to make
a complaint
If you have any complaints about the services or advice we have provided to you, you should take the following steps:
Contact your financial adviser or contact us by any of the following means:
Email: hello@addihouse.com.au
Phone: 0477 964 503
Mail: PO Box 920 Upper Coomera QLD 4209We will acknowledge your complaint within 24 hours of receipt if practicable and we will try and resolve your complaint quickly and fairly.
If you need additional assistance to lodge a complaint, please use any of the above methods to contact us and we can engage accessibility services such as interpreters if required or we can assist you.
If the complaint can’t be resolved to your satisfaction within 30 business days, you have the right to refer the matter to the Australian Financial Complaints Authority (‘AFCA’). Addi Financial Services Pty Ltd is a member of AFCA. AFCA provides fair and independent financial services complaints resolution which is free to consumers.
AFCA can be contacted on:
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001Where we need more time (for example due to complexity or difficulties investigating your complaint), we will write to you to let you know that we need more time, the reasons why and that you have the right to refer the matter to AFCA if you are dissatisfied.