Legal
Complaints
If we have got something wrong we would rather hear it from you than not hear it at all.
A complaint is not a nuisance. It is the fastest way for a firm to find out that a process is broken, and it is treated here as information rather than as a threat.
How to raise one
Write to info@towemer.com, telephone +61 2 8105 5227, or write to Level 9, 350 Kent Street, Sydney, NSW 2000 marked for the attention of the complaints officer. Tell us what happened, when, and what you would like done about it. You do not need to use any particular form of words, and you do not need to call it a complaint for us to treat it as one.
If it is about a bank
A cash account or a term deposit is held by the bank, so a complaint about the bank's own conduct, a change to its rate or its handling of your deposit is for the bank's complaints process, and AFCA covers banks as well. Tell us too.
What happens then
These timeframes are set by ASIC Regulatory Guide 271. They are not ours to extend.
- Within one business day we acknowledge that we have your complaint, and tell you who is dealing with it.
- We investigate it properly. That means reading the file, listening to whoever was involved, and coming back to you if we need something from you.
- Within 30 calendar days you get a written response setting out what we found, what we are doing about it, and the reasons. Where a complaint is complex and we need longer, we write to you before the 30 days are up, explain why, and tell you when to expect an answer.
- If our answer does not settle it, we tell you that you can take it further, and how.
Taking it further
We are required to be a member of the Australian Financial Complaints Authority, usually shortened to AFCA. It is the free and independent external dispute resolution scheme for financial services in Australia. You may take a complaint to AFCA if we have not resolved it to your satisfaction, or if we have not responded within 30 days. AFCA costs you nothing, its decisions are binding on us if you accept them, and you are free to reject a decision and go elsewhere. Time limits apply, generally within two years of our final response to you, so it is worth going to them promptly rather than waiting.
Australian Financial Complaints Authority
A complaint about how we have handled your personal information goes to a different body. That route is set out in our privacy policy.
The regulator
The Australian Securities and Investments Commission is the regulator that issues and supervises our licence. ASIC does not resolve individual complaints or award compensation, which is what AFCA is for, but it does take reports of misconduct and it can act on them. ASIC's infoline is 1300 300 630 and its site is asic.gov.au.