Rochford aims to provide full customer satisfaction in the delivery of all of its services. To this end, we view all feedback, suggestions and concerns as an opportunity for us to enhance the products and services that we provide to you.
If you are dissatisfied with the service provided by Rochford, or wish to lodge a complaint for our review, please contact our Compliance Team as soon as possible at compliance@rochford-group.com
All complaints lodged will be subject to a thorough and impartial review, with a response being provided to you within a reasonable timeframe. If after receiving our response, you are still dissatisfied with the service, how the complaint was handled, or you believe the issue remains unresolved, you may refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme that is responsible for hearing and deciding client complaints against financial institutions.
You may lodge a complaint to AFCA via the following avenues:
Email: info@afca.org.au
Phone: 1800 931 678
Online: www.afca.org.au
Registered Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Australia