Internal Dispute Resolution and Complaints Handling


Bird & Young Pty Ltd (ABN 75 603 934 925) T/A Bird & Young Financial Services

Bird & Young Pty Ltd “B&Y” is committed to excellent client service and satisfaction.

What if I have a complaint?

B&Y has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our services. Our internal dispute resolution procedures are free of charge.

We are also a member of an independent approved external dispute resolution scheme
– www.afca.org.au – Tel 1800 931 678, Email info@afca.org.au.

How to make a complaint

In the first instance, please contact Fernando Dimasi (1300 469 667 or fernando@birdandyoung.com) to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally or in writing. Fernando Dimasi may request you to provide certain documents and other information to fully understand your complaint and the remedy you are seeking.

Bird & Young Pty Ltd response

We Will:

(a) confirm receipt of your complaint within 2 days; and

(b) endeavour to resolve your complaint within 7 business days. If your complaint is complex, we will endeavour to resolve it within 14 business days.

If resolution of your complaint is not resolved within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.

What if I am still not satisfied?

If you are still not satisfied with the outcome, you have the option at any time to contact the Australian Financial Complaints Authority on 1800 931 678 or complete their online complaint form by visiting www.afca.org.au and quoting our AFCA membership number 65902.