Complaints

If you have a complaint about a Shadforth Portfolio Service product or service (or wish to obtain further information about the status of an existing complaint), please contact us on:

Free call: 1800 931 792

By writing:

Shadforth Portfolio Service
GPO Box 264
MELBOURNE VIC 3001

Your complaint will be reviewed in line with our principles:

  • Be human
    We treat those around us the way we’d like to be treated – openly, honestly and respectfully.
  • Deliver what matters
    We make sure we understand what matters to every client and we make it happen.
  • Stronger together
    Only by working together can we truly serve our clients.
  • Keep it simple
    We remove complexity.
  • Do what’s right, not what’s easy
    We back ourselves to make the right call. We speak up.

If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.

AFCA provides fair and independent complaint resolution service that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.

Insignia Financial Group Complaints Policy documents: