EBM Complaint Procedure

When a client makes a complaint, it is an opportunity for EBM to demonstrate our commitment to excellent service. Our aim is to turn any client’s frustration into satisfaction.

  • If you have a complaint or dispute that has NOT been resolved to your satisfaction, we have a person dedicated to resolving these matters.
  • If you would like to refer your unresolved complaint or dispute to our Complaints Manager, please complete our Client Complaint Form.

Our Complaints Manager is responsible for:

  • Attempting to resolve all client complaints and disputes which have not been resolved;
  • Managing all complaints and disputes with clients;
  • Advising clients of their rights to lodge complaints with the Australian Financial Complaints Authority (AFCA); and
  • Liaising with the AFCA.

Australian Financial Complaints Authority
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

We are committed to meeting if not exceeding your expectations whenever possible. As much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled promptly.

If your complaint has not been resolved to your satisfaction please complete the complaint form below and return to:

Complaints Manager
PO BOX 1065
Email: ebm@ebm.com.au

To download a Complaint/Dispute Form, please click here, or to complete an online form please click here.

Our Complaints Manager will generally contact you within 24 hours.