Disputes Resolution

General Insurance

Watkins Taylor Stone are committed to the fair, transparent and timely resolution of disputes. We subscribe to the NIBA Code of Conduct and to the General Insurance Brokers Code of Practice. Watkins Taylor Stone has a detailed internal dispute resolution process in accordance with the guidelines in those Codes and Section 912A(1) of the Corporations Act 2001.

As part of our commitment we subscribe to Insurance Brokers Disputes Limited, an external dispute resolution service which is accessible to clients free of charge in the event that they believe a complaint has not been satisfactorily dealt with by us.

Please contact us if you have any complaints about our services.

Mr Terry Stone
Director
Watkins Taylor Stone
PO Box 756
PYMBLE NSW 2073
Ph: (02) 9488 8300
Fax: (02) 9488 8455
Email: terry@wataystone.com.au

If your complaint cannot be resolved to your satisfaction within 20 business days, you have the right to refer the matter to Insurance Brokers Disputes Limited (IBD). They may be contacted at:

Insurance Brokers Disputes Limited (IBD)
Level 13, 31 Queen Street
MELBOURNE VIC 3000 
Toll Free: 1800 064 169  Or 03 9620 0177
Email: info@ibdltd.com.au.

A complaint form is also available at the IBD LTD Website ( http://www.ibdltd.com.au )

Financial Planning

What should I do if I have a Complaint?

 If you have any complaints about the service provided to you, you should take the following steps.

1.       Contact us and tell us about your complaint.

2.       If we have not satisfactorily resolved your complaint within 3 days, please contact the Service and Solutions Manager on
(02) 9957 8000 or put your complaint in writing and send it to:

Service and Solutions Manager

Apogee Financial Planning

PO Box 200

North Sydney NSW 2059

Please mark the envelope “Notice of Complaint”.  We will try and resolve your complaint quickly and fairly.

3.       If the complaint can’t be resolved to your satisfaction within 45 days, you have the right to refer the matter to Financial Industry Complaints Service Limited (FICS) or Insurance Brokers Disputes Limited (IBD). They can be contacted on 1300 78 08 08 and 1800 064 169 respectively,  or you can write to them at:

The Manager

Financial Industry Complaints Service Limited

PO Box 579

Collins Street West

Melbourne VIC 8007,

The Manager

Insurance Brokers Disputes Limited (IBD)

Level 10

99 William Street

Melbourne VIC 3000

If you require further information about any of these procedures please contact our office during business hours.