Centuria Capital Limited and its related entities are committed to striving for excellence in relation to its products and services and want to ensure that it responds to customers’ concerns as quickly and efficiently as possible. Despite its best endeavours, it realises that complaints will occur from time to time and, to this end, has in place comprehensive internal and external complaints resolution processes to ensure they are resolved with minimum inconvenience to all parties.
If you have a complaint about a product or service offered by Centuria Capital Limited or its related entities, please contact our Investor Services Team on 1300 50 50 50. They will either try to resolve your complaint or put you in contact with someone who is better placed to resolve the complaint.
If you are not satisfied with the response you receive, you may write to us at:
Centuria Capital Limited: Complaints Resolution Process
PO Box 6274
North Sydney NSW 2060
or email: firstname.lastname@example.org
Please provide the detail and reason for your complaint and we will attempt to resolve the matter and respond within 14 days of receipt.
If your complaint relates to a financial product or financial service offered by Centuria Life Limited, Centuria Property Funds Limited, Centuria Property Funds No. 2 Limited or Over Fifty Seniors Equity Release Pty Ltd, and the issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires
Please note that a complaint must first be submitted to Centuria’s complaints handling process to give us an opportunity to review it before it can be referred to AFCA.