Complaints and Disputes

At Future Assist, we are committed to treating our clients fairly and efficiently, particularly when problems occur. We value your feedback and want to hear from you immediately if we haven’t met your expectations, you suspect an error, you have concerns about our products or services, or if there’s a way we can improve our service to you.

Make a Complaint or Provide Feedback

Your first point of contact for raising complaints and feedback is our customer complaints team. They will attempt to address your concerns and resolve your dispute.
You can email us
You can call us
We’re available Monday to Friday, 9 AM to 5 PM AEST at 1300 118 618.
Or write to us
Future Assist – Complaints Resolution, PO Box 1305, Parramatta, NSW 2024

If You Need Help to Make a Complaint

If you need help to make or manage your complaint, you can appoint someone (e.g., a relative or friend) to represent you. We will need your authority to speak to any representative you appoint. We can also help you explain or express your complaint.

How We Will Deal with Your Complaint

We will acknowledge receipt of your complaint and try to resolve it as quickly as possible. Generally, we will acknowledge your complaint:
Verbally: In the same manner and in writing within one business day, or as soon as practicable.
In writing: By email or via social media within one business day or as soon as practicable.

Investigation of Your Complaint

Your complaint will be forwarded to our internal Service Delivery Manager, who will contact you within 24 working hours. If we cannot resolve your complaint immediately, we will inform you within 24 working hours that we need further time to investigate your concerns and may request additional information.

Seeking Additional Help

If your complaint cannot be resolved directly with Future Assist and it is specifically Financial Planning or Credit related you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3. Melbourne, VIC 3001

Future Assist Complaints Policies

For detailed information on our complaint handling process and response timeframes, please refer to our specific complaints policies: