Western Asset Management Australia Pty Ltd (ABN 41 117 767 923, AFSL 303160) ("Western Asset") aims to put our clients first in everything we do. We listen, understand and seek to help our clients succeed wherever possible.
If expected standards have not been met we prefer you contact your Client Service Executive via email or postal mail details listed below and outline the matter at hand.
Where possible we aim to promptly resolve matters with open and fair communication.
Western Asset Procedure for Managing Complaints:
Upon receipt of a compliant, Western Asset is committed to acknowledging the communication within 24 hours (or 1 business day).
- Within 30 days of receipt of the complaint, a response will be provided that includes the following:
- Outcome of the complaint – including either confirmation of actions taken by Western Asset to resolve the matter or alternatively, rationale for rejection or partial rejection of the compliant
- Outline of the right to take the complaint to AFCA if the matter is not dealt with to your satisfaction
- Contact details of AFCA
Wherever possible we will aim to address concerns in a mutually agreeable manner within a shorter timeframe.
Western Asset Management Company
Attention: Legal & Compliance
Level 48, 120 Collins Street
Melbourne VIC 3000
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.