We are committed to handling complaints fairly, respectfully and promptly — no matter how small.
If you have a concern or complaint about financial services provided under Mimosa's licence, please contact our Complaints Manager. You may complain by phone, email or in writing.
Please tell us what happened, which adviser or business was involved (if applicable), and what outcome you would like us to consider. Making a complaint is free. If you need assistance or want someone to act on your behalf, please let us know.
No matter how small, we'll take it seriously and do our best to put things right.
Phone
(07) 4588 6610Email
info@mimosaas.com.auMail
Complaints Manager, Suite 12, 86–88 Water Street, South Toowoomba QLD 4350
Three steps, with clear timeframes at each one.
Acknowledge
We aim to acknowledge receipt of your complaint within one business day, or as soon as practicable.
Review
We will review your concerns, gather relevant information and consider the matter fairly.
Respond
We generally provide a written response within 30 calendar days, or sooner if your complaint is resolved promptly to your complete satisfaction. If additional time is permitted and needed, we will explain the delay and your escalation options.
You can refer the matter to AFCA
If your complaint is not resolved to your satisfaction, or we have not responded within the applicable timeframe, you may be able to refer the matter to the Australian Financial Complaints Authority (AFCA) — an independent external dispute resolution scheme.
AFCA phone
1800 931 678AFCA website
www.afca.org.au