If you have any complaints about a financial service provided to you by a Synchron adviser, you should take the following steps:
1. Contact your adviser and tell them about your complaint.
2. If your complaint is not satisfactorily resolved within three working days, or you would prefer not to contact your adviser, please contact the Complaints Manager at Synchron using the form on our website under 'Contact Us', by email at firstname.lastname@example.org or by mail to PO Box 438 North Melbourne, Victoria 3051.
3. Synchron will endeavor to resolve all complaints within 45 days of lodgement. Should there be special circumstances relating to the complaint, such that it is not reasonable for the complaint to be resolved in that time, Synchron will inform you of the reasons for the delay. We may request an extension of time up to a total of 90 days.
4. If Synchron has not responded within 45 (or 90) days or you are not satisfied with the response, you can lodge a dispute with the Australian Financial Complaints Authority. This service is provided to you free of charge.
Australian Financial Complaints Authority (AFCA)
AFCA is a free and independent dispute resolution scheme.
Phone: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001
The Australian Securities and Investments Commission (ASIC) also has a free call info line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.