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
GPO Box 695
Melbourne VIC 3001
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 or Over Fifty Seniors Equity Release Pty Ltd, and you are not satisfied with our final response, you may lodge a complaint:
- with the Financial Ombudsman Service Australia (FOS) if lodged before 1 November 2018:
Phone: 1800 367 287 (free call)
Mail: Financial Ombudsman Service Australia, GPO Box 3, Melbourne VIC 3001
- with the Australian Financial Complaints Authority (AFCA) if lodged on or after 1 November 2018:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to FOS or AFCA and so you should act promptly or otherwise consult the FOS and AFCA websites 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 the Financial Ombudsman Service Limited.