Resolving your complaint is important to us.
We are committed to providing high quality products and services to our clients. If our products or services do not meet your expectations, please let us know. We will investigate your concerns as quickly as possible to try to resolve them to your satisfaction.
If you have a complaint please let us know.
If you have a complaint, we want you to tell us about it and give us the opportunity to address your concerns.
Unitholders in Pendal Funds can lodge a complaint:
- via email:
pendal@apexgroup.com - by telephone:
1300 346 821
+61 292 202 499 (overseas investors)
Monday to Friday 8.30am to 5.30pm (Sydney time) - by post:
Pendal Fund Services Limited
GPO Box 4584, Sydney NSW 2001
Alternatively, you can raise a complaint with us at pendalcomplaints@pendalgroup.com.
There is no cost to you if you raise a complaint with us.
Clients with special needs
We recognise that some clients might require assistance to lodge a complaint.
If English is not your first language, the Australian Government’s Translating and Interpreter Service (TIS National) can assist you in raising a complaint with us. If you use the TIS National to raise a complaint with us, the translation service is provided at no cost to you.
TIS National covers more than 150 community languages. Information about the TIS, including fact sheet in community languages is available at Translating and Interpreting Service (TIS National).
If you are hearing or speech impaired, the National Relay Service can help you make a call to us. You will need to register to use this service – please see National Relay Service for further information. When using the National Relay Service to make a call to us, please ask them to call 1300 346 821 or +61 2 9220 2499 (overseas investors).
We are also happy to accept complaints made on behalf of our clients by their authorised representatives or advocates.
How we deal with your complaint
When things don’t work out as intended, we are committed to putting things right.
When you raise a complaint with us, you can expect us to listen to your views and treat you courteously and respectfully when we do. You can also expect that we will investigate thoroughly and without bias, and that the resolutions that we propose to you will be fair and reasonable, based on the facts and circumstances specific to your case. This does not mean that we will always agree with your position, and in instances when we don’t, we will explain our reasoning behind why our position is different to yours.
Our commitment to you
- If you have lodged a written complaint, we will acknowledge receipt of your complaint within 24 hours or as soon as possible after that.
- We will aim to resolve your complaint as quickly as we can. Where we can, we will resolve your complaint on the spot or as soon as possible after that.
- If we can’t resolve your complaint within five business days, we have up to 30 days from the date that we first received your complaint to finalise our investigation and provide you with a written outcome response. We will contact you to confirm:
- The contact details of the case manager who is investigating your complaint;
- We are required to finalise our investigation and provide you with a written outcome response to your complaint within 30 days from the date that we first received your complaint;
- The due date for our response to your complaint,
- Your options if you are not happy with our handling of your complaint or are unhappy with the outcomes or resolution we have proposed.
What we need from you
If you are lodging a written complaint and have any documents or records (including account statements and any records of correspondence with Pendal) that highlight what has gone wrong, please include these when you lodge your complaint.
Your timely co-operation is appreciated if we follow up requesting additional information, or to advise of additional requirements from you.
Final outcome response
If your complaint has not been resolved within five days of being received, we will provide you with a response in writing advising you of the final outcome of your complaint. We will also provide you with a written final outcome response if your complaint relates to financial hardship, or if you ask for one.
- When we provide a formal outcome response, we will:
- Outline the key complaint issues that you have raised, and we have investigated;
- Summarise the material facts and circumstances that we have uncovered in investigating your complaint;
- Provide an assessment on whether, on balance, we accept, partially accept or do not accept your position and the rationale that we have applied in forming our view;
- If required, outline what actions we have taken, or are proposing to take to resolve your complaint; and
- Outline your options for taking your complaint further if you are not happy with our response.
If we offer, and you accept monetary compensation as resolution for your complaint, we will implement the resolution as soon as we can, and generally no later than 30 days from the date that you confirm that you have accepted the resolution we have offered.
If we need more time to respond, we will let you know
Occasionally, complaints are complex, or we need information from other parties to enable us to respond to your complaint. When circumstances such as these occur, we might not have a reasonable opportunity to respond to your complaint within 30 days. If we are unable to respond within 30 days, we will write to you to let you know of the delay.
If you are still unhappy the Australian Financial Complaints Authority (AFCA) may be able to assist you
If you are not happy with:
- The final outcome we have proposed in our response to your complaint;
- Any aspect of our handling of your complaint;
- A delay in responding by the maximum response time that has been notified to you;
the Australian Financial Complaints Authority (AFCA) may be able to assist you. AFCA operates the external dispute resolution scheme established by the Commonwealth Government to deal with complaints about financial firms from individuals and small businesses. AFCA service is at no cost to you.
AFCA’s contact details are as outlined below
Australian Financial Complaints Authority
Phone: 1800 931 678
Email: info@afca.org.au
Postal address:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
If you contact AFCA and they are not able to assist you, other options to resolve your complaint may be available. Please contact our Client Advocacy Team via email addressed to client.advocacy@perpetual.com.au for further information.
Zero tolerance for abuse
Our team members are entitled to a safe working environment free from harassment and bullying. We have zero tolerance for our team members being abused, threatened, intimidated or belittled when they are dealing with complaints.