Yuns Advisory Pty Ltd’s Guide for Retail Customers Lodging a Compliant
(Effective from 5 October 2021)
Do you wish to make a complaint to Yuns Advisory?
This guide has been prepared to assist customers with their complaint promptly and effectively.
“Yuns Advisory” refers to Yuns Advisory Pty Ltd, ABN 49 618 270 572, AFSL No. 212986.
“IDR” refers to Internal Dispute Resolution.
“EDR” refers to External Dispute Resolution.
When responding to complaints, we will endeavor to address all Complaints in an equitable, objective and unbiased manner. We will avoid conflict of interests and give reasons for reaching a decision. Our decisions will aim to address all issues raised in the Complaint.
Who is eligible to use this service?
Yuns Advisory’s retail customers.
How to make a complaint?
Complainants can lodge dispute with us in a number of different ways, for example by letter, telephone, facsimile or email:
Attention: Internal Dispute Resolution Officer
Yuns Advisory Pty Ltd
Suite 804, 97-99 Bathurst Street
Sydney NSW 2000
Telephone: 02 9283 9730
Facsimile: 02 9264 1083
Email: info@yunsholdings.com.au
What happens after Complainants lodge their disputes?
Within 5 business days of the Complainant lodging Dispute, our IDR Officer will contact Complainants to acknowledge that we have received the Complainant’s Dispute and advise that Complainant’s Dispute will be handled by us within 15 business days. We will also provide Complainants with a brief summary of our IDR Procedure including case reference number.
What happens after Yuns Advisory have considered a Complainant’s dispute?
Our IDR Officer will provide Complainants with a written response to Complainants’ Dispute within 15 business days including any findings and reasons for the decision.
This should normally be no longer than 15 business days and would only require longer time in rare circumstances for a lengthy investigation and/or involving a high degree of complexity.
What if a Complainant is unsatisfied with the IDR resolution of their dispute?
If Complainants have a Complaint which remains unresolved after the IDR process then Complainants can contact our EDR scheme (AFCA) or obtain legal advice.
Australian Financial Complaints Authority (AFCA)
Yuns Advisory is a current member of AFCA, member number: 67592. Their contact details are as follows:
Australian Financial Complaints Authority
GPO Box 3, Melbourne, Victoria, 3001
Telephone No: 1800 931 678
Email: info@afca.org.au
Website: https://www.afca.org.au/
You may contact us by:
Telephone: 02 9283 9730
Facsimile: 02 9264 1083
Mail: Suite 804, 97-99 Bathurst Street, Sydney NSW 2000
Email: info@yunsholdings.com.au
Website: https://www.yunsholdings.com.au
This guide is effective from 5 October 2021 and applies to complaints received by Yuns Advisory Pty Ltd from 5 October 2021.