Complaints

What this covers

This process covers complaints about the VeriVest platform itself: access, data handling, privacy, security, support and platform conduct.

Complaints about a fund, an investment, a financial product or an accountant's professional judgement should be directed to the relevant organisation or professional body, which will have its own dispute resolution process.

How to raise a complaint

• Submit your complaint through the contact page
• Include your name and preferred contact details
• Describe what happened and when
• Tell us the outcome you are seeking
• Attach or reference any supporting information

What happens next

• We acknowledge receipt of the complaint
• The complaint is recorded and assigned for review
• We investigate and may contact you for further information
• We provide a written response setting out our findings
• Where a client organisation controls the underlying record, we may refer part of the complaint to it

If you are not satisfied

If our response does not resolve the matter, you may escalate it to us for further review. Privacy complaints may also be raised with the Office of the Australian Information Commissioner.