Complaints & Dispute Resolution

We want to know if something's gone wrong.

At Crew Financial, we’re committed to giving you the best possible service. If we’ve fallen short of that, or you’re unhappy with something we’ve done, we want to hear about it. Raising a complaint helps us fix the problem and do better for you and every client after you. Here’s exactly what happens when you get in touch, and what your options are if you’re still not satisfied.

Step 1: Talk to us first

First, please contact Alice Tait directly on 07 3472 7350 or . Most complaints can be sorted out quickly through a direct conversation, and we’d like the chance to make things right before anything else.

What you can expect:

Step 2: Our Complaints Officer

If your complaint needs to be escalated, or you’d prefer to raise it directly, you can contact our Complaints Officer at any time:

Matt Clarke

Complaints Officer

What happens next: Within 30 calendar days of you lodging your complaint, we’ll write to you with the outcome of our investigation and the reasons behind our decision. If we need more time, we’ll let you know and explain why.

Step 3: If you're still not satisfied

You don’t have to wait for us. If you’re unhappy with how we’ve handled your complaint, or you haven’t heard from us within 30 calendar days, you can take the matter to the Australian Financial Complaints Authority (AFCA), our external dispute resolution scheme. You can also go to AFCA at any point during our process. Please note that AFCA may ask us to complete our internal review first before taking the matter further.

AFCA is a free, independent service.

Australian Financial Complaints Authority (AFCA)

Crew Group Holdings is a member of the Australian Financial Complaints Authority (Member Number 112525).

If you have any questions about this process, please don’t hesitate to reach out to us at 1300 350 777. We’re here to help.