If you have a complaint about an AET product or service (or wish to obtain further information about the status of an existing complaint), please contact us on:
Free call: 1800 254 180
Manager, Customer Care
Australian Executor Trustees Limited
GPO Box 546
Adelaide SA 5001
Where possible, concerns will be resolved straight away.
Where this is not possible or further investigation is required to resolve your complaint, our ClientFirst team will acknowledge your complaint within 1 business day and will consider and respond to your complaint as quickly as possible. At any stage you're welcome to contact your assigned Case Manager for an update on the progress of your complaint
Your complaint will be reviewed in line with our principles:
If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent complaint resolution service that is free to consumers.
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.