If you are not satisfied with our handling of your account, you can lodge a complaint by phone, online, email or by sending a letter. We are here to work with you in any dispute or complaint which you might have.
You should first speak with your Account Manager who can assist you with your query. If they cannot assist or you are not happy with the outcome, the matter will be transferred to a Team Leader.
Should your concerns not be addressed adequately by the Team Leader, you may request your complaint to be formally reviewed through our Internal Dispute Resolution (IDR) process.
You can speak to our Quality and Compliance Manager who looks after the IDR process by phone, however, it is best to confirm your concerns in writing so that we have a complete history of your concern.
If you wish to make a formal complaint please click here to download, complete the form in full and then return to us at:
Fax: 02 8568 6599
Each and every complaint is taken seriously and CCSG will work with you to achieve an outcome for both parties.
Australian Financial Complaints Authority:
Should we be unable to resolve any complaint which you might have you are able to lodge a complaint with our external dispute resolution scheme Australian Financial Complaints Authority (AFCA). Both CCSG and BBRC Investments are members of AFCA.
Telephone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001