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Complaints

Complaints Policy

We take concerns seriously and aim to resolve them fairly, respectfully, and as quickly as possible. Making a complaint is free and will not affect the way we treat you.

Last updated24 July 2026
Make a complaint

01

Our commitment

A complaint is any expression of dissatisfaction about our services, advice, conduct, or complaint handling where a response or resolution is expected. You do not need to use a special form or identify your concern as a “formal complaint”.

We will listen, acknowledge your complaint, investigate it objectively, keep you informed, and explain our decision and any proposed remedy. We will handle your information sensitively and only share it as needed to assess and resolve the matter.

What to include

Tell us what happened, when it happened, who was involved, and the outcome you are seeking. Include copies of relevant documents if available. We can help you put your complaint in writing.

02

Step 1: Contact Steadwell

Please raise your concern with Benjamin Venter first. Many issues can be resolved promptly at this stage.

We will acknowledge your complaint and aim to resolve it as soon as possible. If it cannot be resolved immediately, we may ask for further information and will keep a record of the complaint.

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Step 2: Contact the Count Complaints Manager

If we cannot resolve your complaint, or you prefer to contact our licensee directly, Count has an internal process for impartial review. Count will aim to provide a final response within 30 calendar days of receiving the complaint. If more time is permitted and required, you will be told why and advised of your right to contact AFCA.

04

Step 3: Contact AFCA

If you are not satisfied with the internal response, or your complaint is not resolved within 30 days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits can apply to AFCA complaints. You should act promptly or check with AFCA to confirm the deadline that applies to your circumstances.

05

Privacy complaints and regulatory information

Please raise a privacy concern with us first. If it is not resolved, you may complain to the Office of the Australian Information Commissioner.

  • OAIC phone: 1300 363 992
  • OAIC post: GPO Box 5288, Sydney NSW 2001

You may also contact the Australian Securities and Investments Commission on 1300 300 630 for information about your rights or to report misconduct. ASIC does not generally resolve individual compensation disputes.

06

Support, representatives, and accessibility

You may ask another person, such as a family member, lawyer, advocate, or financial counsellor, to help with or make a complaint on your behalf. We may ask for your authority before discussing personal information with them.

Tell us if you need an interpreter, accessible format, communication adjustment, or other support. We will make reasonable efforts to help you use the complaints process.