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Feedback and complaints
Our public complaints handling policy
Our commitment to you
At Perpetual, we value the trust you place in us and are committed to delivering the highest standards of service. If something hasn’t met your expectations, please let us know. Your feedback is important, and we welcome the opportunity to make things right.
If you have feedback or a complaint, we want you to tell us about it and give us the opportunity to address your concerns.
Our public complaints handling policy explains;
- how you can lodge a complaint;
- the options available to assist clients who might need additional assistance to lodge a complaint;
- our key steps for dealing with complaints, including acknowledgement, assess and investigate, and provide an Internal Dispute Resolution (IDR) response;
- maximum response timeframes for your financial product or services; and
- details about accessing Australian Financial Complaints Authority (AFCA) where a complaint is not resolved.
How to lodge a complaint
You can lodge a complaint by contacting your Perpetual financial adviser, trust manager or client manager directly.
You can also contact us by phone, email or post. If available, you may choose to use the online form for the Perpetual business that provided your financial product or service.
To find the right contact details for complaints, click on the relevant Perpetual business below — Wealth Management, Asset Management or Corporate Trust.
Contact our specialists
Perpetual Wealth Management
Complaints regarding Perpetual Wealth products and services
Post:
Perpetual Wealth Management Complaints
GPO Box 4171
Sydney NSW 2001
Investments
Complaints regarding:
Perpetual's Managed Funds including
- Perpetual Investment Funds;
- Perpetual WealthFocus Investment Advantage Fund;
- Perpetual WealthFocus Investment Funds;
- Perpetual Pure Series Funds;
- Barrow Hanley Funds; or
- Trillium Funds
Exchange Traded Funds
- Perpetual Diversified Income Active ETF (ASX: DIFF);
- ESG Australian Share Active ETF (ASX: GIVE); or
- Barrow Hanley Global Share Active ETF (ASX: GLOB).
Post:
Complaints Manager
MUFG Corporate Markets (AU) Limited
Locked Bag A14
Sydney South NSW 1235
Superannuation and Pension
Complaints regarding;
- Perpetual WealthFocus Super Plan; or
- Perpetual WealthFocus Pension Plan.
Post:
Client Services - Complaints
Perpetual WealthFocus Super and Pension
PO Box 617
Parramatta NSW 2124
Perpetual Equity Investment Company Limited (ASX: PIC)
Complaints regarding Perpetual Equity Investment Company Limited.
Post:
Complaints Manager
MUFG Corporate Markets (AU) Limited
Locked Bag A14
Sydney South NSW 1235
Perpetual Credit Income Trust (ASX: PCI)
Complaints regarding Perpetual Credit Income Trust.
Post:
Complaints Manager
MUFG Corporate Markets (AU) Limited
Locked Bag A14
Sydney South NSW 1235
Complaints regarding Corporate Trust products or services.
Post:
Perpetual Corporate Trust Complaints
GPO Box 4171, Sydney NSW 2001
For complaints we receive, particularly in relation to mortgages and credit matters where a Perpetual company is named as the lender on a contract, external parties may be responsible for managing your complaint. If you lodge a complaint of this type, when we acknowledge your complaint, we will let you know that your complaint is being managed by an external party and provide you with their details.
Our commitment to courtesy and respect
When you raise a complaint, we will:
- Listen to your concerns and treat you with courtesy and respect at all times.
- Investigate thoroughly and impartially, considering all relevant facts and circumstances.
- Provide a fair and reasonable resolution, based on the information available and the specifics of your case.
While we may not always agree with your position, we will clearly explain our reasoning and the basis for any decision we make.
Zero tolerance for abuse
We are committed to providing a safe and respectful workplace for our team members. Harassment, bullying, or abusive behaviour will not be tolerated. Our staff must never be subjected to threats, intimidation, or belittling language when assisting with complaints.
Clients who require additional assistance
We understand that some clients may need extra support to lodge a complaint. If English is not your first language, you can use the Australian Government’s Translating and Interpreting Service (TIS National) at no cost. TIS offers assistance in over 150 languages—visit Translating and Interpreting Service for details.
If you have hearing or speech difficulties, the National Relay Service can help you contact us. You’ll need to register for this service—see the National Relay Service website for instructions.
We also accept complaints lodged by authorised representatives or advocates on your behalf.
If you are still unhappy the Australian Financial Complaints Authority (AFCA) may be able to assist you
If you are not happy with:
- The final outcome we have proposed in our response to your complaint;
- Any aspect of our handling of your complaint;
- A delay in responding by the maximum response time that has been notified to you,
the Australian Financial Complaints Authority (AFCA) may be able to assist you. AFCA operates the external dispute resolution scheme established by the Commonwealth Government to deal with complaints about financial firms from individuals and small businesses. AFCA service is at no cost to you. Please also know that AFCA can only assist if you raise your complaint with them within the applicable time limit. More information about time limits is available through AFCA’s website (www.afca.org.au).
AFCA’s contact details are as outlined below:
- Online form: https://www.afca.org.au/make-a-complaint
- Phone: 1800 931 678
- Email: info@afca.org.au
- Postal address:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
Make a complaint
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