Need to make a complaint?
We take every concern seriously. Email or call us directly to raise a complaint with Skye Money.
How the process worksResponsible Manager of Skye Money
Phil personally handles every complaint raised with Skye Money.
How we handle complaints
If you have a complaint about any financial service provided to you by your Adviser, you should take the following steps:
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Contact the Skye team using the form above to discuss your complaint.
Back to the form -
We will acknowledge receipt of a complaint within 1 business day. Where this is not possible, acknowledgement will be made as soon as practicable.
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We will then investigate the complaint and respond to you within 30 days. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution. If additional time is required, we will advise you in writing.
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If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
This is the process AFCA asks you to follow. You need to allow Skye the opportunity to investigate and respond first. If you're not satisfied with our response, you can then escalate to AFCA.
If we can't resolve it
If you're not satisfied with how we've handled your complaint, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA provides free, fair and independent dispute resolution for financial services consumers. Their decisions are binding on us.