Complaints Handling

SG Hiscock & Company Limited (SGH) has appointed ICE Investors Pty Ltd (ICE) as authorised representative under its Australian Financial Services Licence (AFSL 240679). SGH has responsibility for the services ICE Investors provide under that authorisation.

If you wish to lodge a complaint in relation to the services that you have received from ICE, please direct your complaint to SGH as detailed below.

If you wish to lodge a formal complaint, please write (or contact) SGH on:

Phone: 03 9612 4600

Post
The Complaints Officer
SG Hiscock & Company Limited
Level 23, 360 Collins Street
Melbourne Victoria 3000

Email: enquiries@sghiscock.com.au

SGH’s Complaints Handling Policy can be reviewed here.

SGH will acknowledge receipt of the complaint within 1 (one) business day of receiving it or as soon practicable. SGH will seek to resolve your complaint within 30 days.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Contact details are:

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

The external dispute resolution body is established to assist you in resolving your complaint where you have been unable to do so with us. However, it is important that you contact SGH first.