Complaints and feedback
At ClearView, we’re always trying to find ways to do things better for you. If you have a complaint, we’ll work hard to resolve the issue, and to fix it for the future. If you’ve had a good experience, please let us know too, so that we can do more of the right thing!
ClearView has a clear complaints process to ensure that any concerns you have are heard and dealt with quickly and fairly.
A complaint can be made by you, or by someone else on your behalf (for example a family member).
We’ll work with you to try and resolve the matter. Our complaint handling process is available free to our customers and to the public.
For a copy of our Complaints Handling Policy, please click here.
How we’ll help
We’ll do our best to help you make a complaint. For example, we can provide you with a translator if needed. Do let us know if there is other help you need.
We’ll encourage you to provide full information, to help us resolve the issue for you.
When you make a complaint, we will acknowledge the complaint verbally or in writing within 24 hours of receiving it, or as soon as is practical. We will then tell you:
- The name and contact details of the ClearView employee who will be handling your complaint; and
- When and how we will provide you with updates on the progress of the complaint.
How long will it take to resolve your complaint?
While we want to resolve your complaint as quickly as possible, some complaints may take longer to investigate and resolve. But we will aim to resolve your complaint according to these guidelines:
- All complaints: A response within 30 calendar days of the complaint being received, unless it is a complaint relating to the superannuation trustee or about superannuation death benefit distributions.
- Superannuation trustee complaints: A response within 45 calendar days of the complaint being received.
- Complaints about superannuation death benefit distributions: A response no later than 90 calendar days after the expiry of the 28-calendar day period for objecting to a proposed death benefit distribution.
If your complaint takes longer than this to resolve, we’ll explain the delay, and we will keep you updated until it’s resolved.
If you make a complaint and we resolve it to your satisfaction within 5 business days from receipt, we are not required to send you a formal complaint response, unless:
- You request one; or
- Your complaint relates to hardship, a declined insurance claim, the value of an insurance claim; or
- It is for any decision of a superannuation trustee (or failure by the superannuation trustee to make a decision) relating to a complaint.
If you are not satisfied
If your complaint has not been resolved to your satisfaction, or within the relevant time frame, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides a fair and independent complaint resolution service that is free to consumers and can consider most complaints involving financial services providers. Contact details for AFCA:
- Online: www.afca.org.au
- Email: [email protected]
- Phone: 1800 931 678 (free call)
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
There are some time limits for lodging certain complaints with AFCA and so you should act promptly.
To find out more about the time limits that are applicable to your type of complaint please refer to the website at www.afca.org.au.
If you have a complaint about your adviser, it is best that you approach them first. Or, you can approach the Financial Planning Association of Australia (FPA):
- Phone: 1300 337 301
- Email: [email protected]
- Post: GPO Box 4285, Sydney, NSW 2001