Complaints process

What to Do If You Have a Dispute or Complaint?

We are committed to providing our customers with the best possible service. If at any time we have not met our obligations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.

How to Make a Complaint and The Complaints Process

If you have a complaint, we request you follow these steps:

Third Party Products or Services

If your complaint relates to a product or service acquired through a third party (for example, an insurance company) we may ask you to contact the relevant third party. They will then deal with your complaint under their complaints resolution process.

If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the third party for further details.


Firstly, contact your Adviser and discuss your complaint.

If you are unable to resolve the issue to your satisfaction with your Adviser within three working days, please contact SMSF Insurance Partners – Managing Director using the below details:

Jason Bibby – Managing Director
Company: SMSF Insurance Partners Pty Ltd
Address: Suite 5D / Level 5, 50 Cavill Avenue, Surfers Paradise QLD 4217
Telephone: 07 3064 0413

If you are unable to resolve the issue to your satisfaction with SMSF Insurance Partners Pty Ltd within three working days please contact Neo Financial Solutions using the details below:

Compliance Manager
Mark Edman
30 Summers Street, East Perth WA 6004
or via email:

This is an external independent body which offers a free and accessible dispute resolution service to clients who have been unable to resolve their complaint with their financial institution. Neo Financial Solutions is bound by decisions made by the Financial Ombudsman Service. The Financial Ombudsman Service can be contacted using the details below:

Financial Ombudsman Service
Address: GPO Box 3 Melbourne VIC 3001
Telephone: 1300 780 808
Fax: 02 9613 6399