Complaints Handling

OUR COMPLAINT HANDLING POLICY

At Mercury Private, delivering exceptional service to our clients is at the heart of everything we do. We
also understand that from time-to-time, you might be dissatisfied with how we are delivering on our
service promise, or how we are meeting your expectations. We take any complaints or concerns you may
have very seriously, and if you are not satisfied, we would like to hear about it.

Effective handling of complaints and concerns improves your experience, but it also helps us understand
how we can do things better to meet your needs.

This Policy explains the process for lodging a complaint and what you can expect from us. There is no cost
to you for lodging a complaint with us.

Please note that this Policy applies to retail client complaints – a retail client is any individual or small
business that we provide financial services to who does not have a wholesale accountant certificate.

For any client who is not a retail client, you may still raise a complaint with us in the same way, but please
be aware that the rules for maximum response time and access to AFCA are not applicable to any person
who is not a retail client.

HOW TO MAKE A COMPLAINT

Online
You can send a complaint by email to: complaints@mercuryprivate.com.au

By phone
You can contact your Financial Adviser directly, or if you prefer, contact our Complaints Officer on
+612 9152 8900.

In writing to
Complaints Officer
Mercury Private Pty Ltd
PO Box R203
Royal Exchange NSW 1225

ASSISTANCE IN LODGING A COMPLAINT

We want to ensure our complaint handling process is accessible to all our retail clients and are committed
to working with you to discuss and resolve your complaint through your preferred method of
communication where possible.

Please contact us if you need any support in lodging a complaint.

OUR PRINCIPLES

Our purpose and philosophy guide our actions, and form part of our Code of Conduct which sets out what
we expect of all of our people.

We will act fairly, honestly and reasonably in our dealings with you. We will work with you to find common
ground and resolve any concerns or complaint you have.

Mercury Private is required to meet the financial planning industry Code of Ethics which sets standards for
ethics, client care, quality of processes and professional commitment of each financial adviser and licensee
across our industry. You can find out more about the Code of Ethics here.

HOW WE WILL DEAL WITH YOUR COMPLAINT

We have a dedicated person to manage and address complaint issues to ensure they are dealt with promptly and appropriately.

Our aim is to resolve complaints as quickly as possible. If we can’t resolve your complaint immediately, we
will acknowledge the complaint within one business day and resolve it as quickly as we can. We will keep
you informed of the progress of your complaint until you receive our final response.

We will investigate your complaint thoroughly to determine the details and cause of the complaint. We will
seek to understand your concerns fully, reviewing the facts of the matter and identifying an appropriate
resolution.

OUR RESPONSE TO YOUR COMPLAINT

We’ll inform you of the final outcome of your complaint within the timeframes provided below. A response
and/or outcome to a complaint may be provided verbally or in writing.

We will provide a full explanation of our findings, including how we arrived at our conclusion, in our final
outcome response. Where we determine Mercury Private is at fault, we’ll apologise for any inconvenience
caused and we’ll endeavour to restore you to the position you would have been in but for our mistake or
error.

We’ll also provide details of the external dispute resolution body should you wish to have our decision
reviewed independently.

WHEN YOU CAN EXPECT A RESPONSE

We aim to respond to and resolve your complaint as quickly as possible. The table below provides the
maximum allowable time for us in resolving complaints, from the date we receive your complaint.
In some situations of high complexity, these timeframes may be waived, however we will communicate
that to you and continue to update you on progress.