Complaints Handling Policy

How to make a complaint

We want to give our clients the best experience, so if you’re unsatisfied in any way we’d like you to tell us about it.

We’ll take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also and provide us with reasonable assistance during the process.

Our complaints process

Step 1

Collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation.

Step 2

Get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy. A copy of our privacy policy is available upon request or you can access it from our website at https://www.hoodsweeney.com.au/privacy/.

The best way to contact us is:

PO Box 10516
ADELAIDE BC SA 5000
Phone: 1300764 200
Fax (08) 2321968
Email: complaints@hoodsweeney.com.au

You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint. If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or financial counsellor.

Step 3

We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away.

How long will the process take?

We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.

Some complaints require more investigation. If this happens with your complaint, we’ll give you a written response within 30 business days of receiving your complaint. We’ll also keep you informed of our progress.

If we can’t resolve your complaint within 30 business days, we’ll get in touch to explain why and let you know how to contact the Australian Financial Complaints Authority (AFCA).

What happens if you're not happy with out response?

Hood Sweeney Securities Pty Ltd
Hood Sweeney Finance Pty Ltd

As a financial services business, Hood Sweeney Securities Pty Ltd and Hood Sweeney Finance Pty Ltd are required to be a member of AFCA, which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.

Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678

The Australian Securities & Investments Commission (ASIC) also has a freecall Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights.

Complaints about privacy

Should you have a complaint about any breach or potential breach of your privacy please contact our Privacy Officers.

The best way to contact us is:

PO Box 10516
ADELAIDE BC SA 5000
Phone: 1300764 200
Fax (08) 2321968
Email: privacy@hoodsweeney.com.au

If you are not satisfied with the outcome of your complaint, you are entitled to contact the Office of the Australian Information Commissioner using any of the following details:

GPO Box 5218
SYDNEY NSW 2001
Phone: 1300 363 992
Website: www.oaic.gov.au

Complaints in relation to professional conduct

Hood Sweeney Securities Pty Ltd

If your concerns involve professional or ethical conduct of Hood Sweeney Securities Pty you may wish to consider raising your concerns in writing with the Financial Planning Association of Australia (FPA). They can be contacted at:

GPO Box 4285
SYDNEY NSW 2001

Accounting & Business Advisory
Hood Sweeney Pty Ltd

Members of Chartered Accountants Australia & New Zealand

All complaints in relation to members of Chartered Accountants Australia & New Zealand must be in writing, supported by documentary evidence, show your name and address and a complaint form completed and signed by the complainant. Send your complaint to:

Senior Consultant- Professional Conduct & Complaints
Chartered Accountants Australia & New Zealand
Professional Conduct & Complaints
PO Box 9985
SYDNEY NSW 2001

Chartered Accountants Australia & New Zealand will acknowledge your written complaint and advise you of further procedures. For more information on Chartered Accountants Australia & New Zealand’s complaint process and to access the Member Complaint Form please visit https://www.charteredaccountantsanz.com/about-us/complaints/complaints-about-a-member

 

Member of CPA Australia

Member of CPA Australia are bound by CPA Australia’s Constitution, By Laws and Applicable Regulations.

If you have any concerns relating to the professional or ethical conduct of a member of CPA Australia you may wish to consider raising your concerns in writing with CPA Australia. Your concern should be sent to:

CPA Australia General Manager, Professional Conduct
Locked Bag 23
GROSVENOR PLACE NSW 1220