Legal

Complaints & Dispute Resolution (IDR)

Last updated: 10 September 2025

Our commitment

We want to resolve concerns quickly and fairly. You can complain to us free of charge. We’ll acknowledge your complaint promptly, keep you informed, and aim to resolve it as soon as we can.

What counts as a complaint

A complaint is any expression of dissatisfaction made to or about us about our products, services, staff, or how we handled a previous complaint, where a response is expected. You don’t need to use the word “complaint”, and it doesn’t need to be in writing. Posts on our own social media accounts can also be complaints if the author is identifiable and contactable.

How to complain

Choose the channel that suits you:

  • Email: info@banyantreeinvestmentgroup.com

  • Phone: +61 2 9696 8163

  • Post: Banyantree Investment Group Pty Ltd, Sydney NSW 2000

  • Online: our website contact form or client portal (where applicable)

Please include: your name and contact details; what happened; when; any reference numbers; what you’d like us to do; and any documents that help.

We’ll acknowledge your complaint within one business day (or as soon as practicable), using your preferred contact method.

If you need extra help

Our process is designed to be accessible. You can complain by phone, email, letter, social media (our accounts), in person, or online. We can arrange translation or relay services, and you may authorise someone to complain on your behalf (for example, an adviser, family member or financial counsellor).

What we’ll do

  • Acknowledge your complaint promptly.

  • Assess and investigate the issues raised.

  • Keep you updated if there’s any delay.

  • Provide a written IDR response explaining our decision, the reasons, and how to escalate to AFCA if you’re not satisfied.

Response timeframes

We’ll provide our written IDR response within the following maximum timeframes:

  • Most complaints: 30 calendar days

  • Traditional trustee complaints: 45 calendar days

  • Superannuation trustee complaints (except death benefit distributions): 45 calendar days

  • Superannuation death benefit distribution complaints: 90 calendar days after the 28-day objection period ends

  • Credit-related complaints involving default notices: 21 calendar days

  • Credit-related complaints about hardship or postponing enforcement: 21 calendar days (with specific extensions/confirmations in some cases)

If we need more time

If a complaint is particularly complex, or circumstances beyond our control cause a delay, we may not be able to respond within the maximum timeframe. If that happens, we’ll send you an IDR delay notification explaining why, and reminding you of your right to go to AFCA.

Quick resolutions

If we resolve your complaint to your satisfaction within five business days, we may not issue a formal written IDR response—unless you ask for one, or the complaint is about hardship or certain insurance matters.

If you’re not satisfied — AFCA

If you’re unhappy with our response, or we haven’t responded within the applicable timeframe above, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is a free, fair and independent external dispute resolution scheme for consumers and small businesses.

  • Website: afca.org.au

  • Make a complaint online: afca.org.au/make-a-complaint

  • Email: info@afca.org.au

  • Phone: 1800 931 678 (free call)

  • Post: GPO Box 3, Melbourne VIC 3001

AFCA has time limits for lodging complaints (for many matters, generally up to two years after our final response). Check AFCA’s website for details.

Cost

We do not charge you to make or pursue a complaint through our IDR process.

Privacy

We’ll handle your personal information in line with our Privacy Policy. Please avoid sending confidential or sensitive information unless needed for your complaint.

Recording and improvements

We record all complaints, track progress, look for trends and systemic issues, and use what we learn to improve our services. We also maintain internal procedures that support this public policy.

Contact us

Banyantree Investment Group Pty Ltd (ABN 97 611 390 615 · AFSL 486279)
Sydney, Australia
Phone: +61 2 9696 8163
Email: info@banyantreeinvestmentgroup.com