Resolving Complaints

This website

We are committed to providing our clients with the highest standard of products and services available. If you're unhappy with our products or our service, we would like you to tell us about it and let us know how you think we can fix it.

Where and how to complain
You can complain:

By phone
You can contact us directly or, if you prefer, ask to speak to the Complaints Officer on 1800 806 310 (free call).

In writing
You can write to us at:

The Complaints Officer
Macquarie Group Limited
GPO Box 4294 SYDNEY NSW 1164


In person
You can raise your complaint with us in person through our staff in one of our branches.

How we deal with complaints
We take complaints seriously; they give us important information about how we can better serve our clients.

We have dedicated Complaints Teams who are responsible for reviewing complaints to ensure they are dealt with appropriately.

If we can't resolve your complaint on the spot we'll acknowledge it and try to resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we need to deal with third parties, it might take several weeks to investigate your complaint and address your concerns.

Other options
If you're not satisfied with the outcome we propose, or if you believe you have not received a fair hearing, let us know and, if we think it's appropriate, we'll undertake a further review of your concerns.

In some cases, if you're still dissatisfied with the outcome, you may be able to take advantage of the free and independent external dispute resolution scheme we subscribe to. We will tell you when this option is available.

Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is a free and independent dispute resolution service that can consider complaints about most of our Australian businesses, including all of our entities that hold an Australian Financial Services Licence.

You can contact AFCA via the following:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Tel: 1800 931 678 (free call)