Complaints Policy

1.   Introduction

This website is operated by JM Financial Group Limited. In this policy, “us”, “we” or “our” means JM Financial Group Limited and its related bodies corporate (Group).

We may, from time to time, review and update this policy to take account of new or amended laws and regulations, new technology, and/or changes to our operations. The handling of complaints by us will be governed by the most recently updated policy and internal procedures.

This policy was last updated in August 2026.

If you are a current client of JMFG and you wish to make a complaint, there are several channels available to you:

• You can raise your concerns by phone with your Adviser;
• You can write to the Compliance Officer, JM Financial Group Ltd, either by post to 803 / 140 Bourke Street, Melbourne, VIC 3000, or via email to compliance@jmfg.com.au; or
• If you have difficulty putting your complaint in writing, you can call the Compliance Officer on (03) 9627 9900 to get assistance in documenting your complaint.

If you are a former client of JMFG and you wish to make a complaint, you may write to the Compliance Officer at JM Financial Group Ltd, either:

• by post to 803 / 140 Bourke Street, Melbourne, VIC 3000; or
• via email to compliance@jmfg.com.au

When making your complaint, please include:

• Your name;
• Your JMFG account details;
• What your complaint is about; and
• How you would like your complaint to be resolved.

We will acknowledge receipt of your complaint, in writing, within one business day, or as soon as practicable, and record your complaint in the JMFG Complaints Register.
The Compliance Officer will then review your complaint and determine the most suitable next steps in accordance with RG 271, triaging the matter with regards to urgency and severity

Following an investigation of your complaint, provided we have all the information necessary to proceed:

• If the complaint can be resolved at first point of contact, no further action will be required;
• If the complaint is resolved within the first five business days and a written response was requested, a formal written response will be issued and the matter closed;
• If the complaint is not quickly resolved, JMFG will inform you of the progress of the complaint no later than one week before the 30 calendar days deadline for resolution; and
• Within 30 calendar days of registering the complaint, the Compliance Officer will inform you in writing of the outcome of the complaint investigation, providing you with written reasons for the decision and outline remedies available, if any.
• If the complaint is rejected, wholly or in part, a written response will clearly set out the reasons for the decision, specifically identifying and addressing all the issues raised in the complaint and providing JMFG’s findings in support of each item being rejected.

If we need further information, we will agree on an alternative timeframe with you.
 

JMFG will ensure that complaint resolution outcomes that require any action by JMFG will be implemented in a timely manner when the registered complaint is declared closed.
If we are unable to resolve your complaint within 30 calendar days, we will let you know the reasons for the delay and inform you of your right to refer the matter to the Australian Financial Complaints Authority (AFCA).
 

If you are not satisfied with JMFG’s response to your complaint, you may choose to escalate your complaint to Australian Financial Complaints Authority (AFCA). AFCA can be contacted using the following details:

• Email: info@afca.org.au
• Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
• Online: www.afca.org.au
• Mail: GPO Box 3, Melbourne, VIC, 3001