Complaints

Our Commitment

Capital Legacy is committed to providing a high standard of service. If you are unhappy with any aspect of our service, we want to hear from you. We take all complaints seriously and will work to resolve them promptly and fairly.

Step 1 — Contact Us Directly

In the first instance, please contact us directly so we can attempt to resolve your concern:

Step 2 — Internal Review

If you are not satisfied with our initial response, you may request an internal review. Your complaint will be escalated to a senior team member who was not involved in the original matter. We will provide a written response within 45 days of receiving your complaint.

Step 3 — External Dispute Resolution

If we cannot resolve your complaint to your satisfaction, you have the right to refer it to an external dispute resolution (EDR) scheme at no cost to you:

You may contact AFCA at any time, but they will generally ask whether you have attempted to resolve the matter directly with us first.

Regulatory Complaints

For complaints about our conduct as a credit licensee, you may also contact the Australian Securities and Investments Commission (ASIC):

Website: www.asic.gov.au · Phone: 1300 300 630