AFS licensees are required to have an adequate dispute resolution and complaints handling system for retail clients. UC Invest is committed to providing quality products and services. As part of that commitment, we are focused upon improving client satisfaction by providing an efficient and accessible system for complaint resolution.
You can access the policy as a PDF download here (145kb PDF) or continue reading the steps below.
UC Invest has an internal dispute resolution process in place to resolve any complaints or concerns you may have quickly and fairly. If you have any complaint about the service provided to you, you should take the following steps:
Please direct any complaints to the UC Invest Complaints Management Representative who will seek to resolve your complaint as soon as possible.
You may lodge a complaint to UC Invest by telephone, email, mail, fax or in person using the contact details noted below:
1300 274 151 (9:00am to 5:00pm business days)
Level 2, 212 Pirie Street, Adelaide
GPO Box 2145, Adelaide SA 5001
Unless your complaint can be resolved immediately, as soon as is practically possible (but no later than 48 hours) we will send you an acknowledgement of your complaint in writing. The acknowledgement will also provide an overview of the complaints handling processes we’ve adopted.
We will investigate your complaint and within 14 days of receiving your complaint write to you explaining the outcome of our investigation or advise you that more time is needed to complete the investigation.
Unless there are exceptional circumstances, we will complete our investigation within a maximum timeframe of 45 days after receiving your complaint.
You will be kept fully informed and involved throughout the resolution process and we send you an indication of when your complaint is likely to be resolved.
If you are dissatisfied with the final outcome, you have the right to lodge your complaint with the Australian Financial Complaints Authority, an approved external dispute resolution service of which we are a member.
You may also contact the Australian Securities and Investments Commission (ASIC) to lodge a complaint at their website: asic.gov.au.