LDB Group is committed to providing quality advice to our clients.

If you have a complaint about our products, services, staff or the handling of a complaint, please contact us to let us know your concerns.

We will do all we can to resolve your complaint as quickly as possible.

Step 1. Contact your LDB adviser or Accountant

It is our experience that many concerns or complaints arise from miscommunication and can usually be resolved through consultation with your adviser. In the first instance, we encourage you to contact your adviser to discuss the issue.

Step 2. Contact LDB Group

If the matter is not satisfactorily resolved by contacting your adviser or if you would prefer to contact LDB Group directly to discuss the issue, we have an internal complaints process to review your concerns.

In these circumstances, your complaint will be escalated to our Compliance Manager.

LDB Group aims to resolve your complaint quickly and fairly and will communicate our proposed solutions to the issue with you, in writing, within 30 days of receipt of your complaint. Please call us, send us an email or put your complaint in writing to our office. Below are our contact details:

Email: complaints@ldb.com.au

Mail: Compliance Manager, LDB Group, PO Box 1055, Blackburn VIC 3130

Phone: (03) 9875 2900.

To assist us deal with your complaint quickly, please include the following information:

• The word ‘complaint’ in the heading or subject line
• Your name and contact details, including your daytime phone number and email address
• Details of your complaint
• Copies of any relevant documents
• Your desired outcome.

We recommend you keep a copy of your complaint and original documents for your records.

We will acknowledge receipt of your complaint in writing within 1 business day or as soon as practicable.

We will also make arrangements with you for keeping you regularly informed about the progress of your complaint.

We always aim to resolve your complaint as quickly as possible. If we are unable to resolve your complaint within 30 days, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

Step 3. Escalating Your Complaint

If you are unhappy with the delay or response to your complaint, you can escalate your complaint to either the Australian Financial Complaints Authority (AFCA) or the Tax Practitioners Board (TPB) as outlined below:

For Wealth division matters: Contact the Australian Financial Complaints Authority (AFCA)

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3000.

For Accountants and Advisors division: Contact the Tax Practitioners Board (TPB)

If you are not satisfied with the service provided by a tax agent, you can submit a complaint directly to the Tax Practitioners Board (TPB). Complaints may be lodged in writing through the TPB’s website: https://www.tpb.gov.au/complaints, where you can also find more information about the TPB’s complaint process.