Dispute Resolution Services – Complaints Handling
LMI Group and it related companies' complaints handling procedure provides both internal and external dispute resolution processes, as outlined below. While services are provided by several separate legal entities that trade under the LMI Group banner, the companies are separate but handle complaints in the same manner set out below.
Internal Dispute Resolution
If you have a concern or complaint about our services, you should contact us by telephoning (03) 9835 9900 or in writing to our address at 428 Burke Road, Camberwell, Victoria 3124 or by emailing us at customerrelations@LMIGroup.com.
Your concern will be dealt with promptly and fairly. If the matter is not resolved to your satisfaction within 5 working days, it will be referred to our Complaints Manager who will review your complaint and respond within 20 working days.
If you are not satisfied with the Complaints Manager’s decision, you can request that the complaint be referred to the board of directors. The Board will assess the complaint and instruct the Complaints Manager to implement any decision it makes to resolve the complaint satisfactorily. The Board’s assessment will be guided by the financial services laws and it will do all things necessary to ensure that the services are provided efficiently, honestly and fairly.
If you are a retail client and are still dissatisfied with our decision, you can undertake to have the matter resolved externally.
External Dispute Resolution
You can raise complaints about our services directly with the Financial Ombudsman Service (FOS), a national complaint-handling scheme provider. LMI Group is a member of FOS and the scheme provider has been approved by the Australian Securities & Investments Commission.
You can contact the FOS and speak to one of its officers by telephoning (03) 9613 6377. Alternatively, you can access the FOS website dispute handling process: https://www.fos.org.au/resolving-disputes/dispute-handling-process-in-detail.jsp