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SS&C Bluedoor Pty Limited Complaints Policy

SS&C Complaints Handling Policy and Procedure

SS&C Bluedoor Pty Limited (“SS&C”, “we”, “us”) is fully committed to handling complaints promptly and fairly. We have policies and procedures in place to resolve any concerns in this manner and will provide a response within 30 days.

How Can Complaints be Lodged?

You can lodge complaints against SS&C in relation to the provision of financial services or the SS&C complaints handling process itself by:

How Your Complaint Will be Handled

SS&C will deal with and manage your complaint fairly, objectively and without actual or perceived bias, including ensuring that you’ll be allowed an adequate opportunity to make your case and wherever possible, the complaint is considered by staff not involved in the subject matter of the complaint.

Complaint Timeframes

SS&C will ensure complaints are acknowledged promptly within 24 hours (or one business day) of receiving it, or as soon as practicable.

SS&C may acknowledge complaints/disputes verbally or in writing (email, post or social media channels). When determining the appropriate method of communication, we will consider the method used by you to lodge your complaint and any preferences you may have expressed about the communication method.

Complaint Outcomes

SS&C will investigate your complaint and will advise you of the outcome once it makes a decision.

Escalating Your Complaint

If the matter is not resolved to your satisfaction or you do not receive a response from us within 30 days. You can escalate your complaint to the Australian Financial Complaints Authority (AFCA). This service is provided to you free of charge.

For further information, contact AFCA by:

  • Mail: Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001
  • Phone: 1800 931 678
  • Facsimile: (03) 9613 6399
  • Email: info@afca.org.au
  • Website: www.afca.org.au