© Copyright 2025. ORDE Financial Pty Limited ACN 634 779 990 Australian Credit Licence 522079. ORDE Capital Management Limited ACN 636 165 378 Australian Financial Services Licence 523150 Australian Credit Licence 523150. All rights reserved.
Addressing your concerns
We aim to provide you with an exceptional experience, but if you have any complaints, we encourage you to let us know. We value your feedback and are committed to addressing any concerns you may have.
You can learn more about our complaints process below or go straight to contacting our Complaints Resolution team.
Our Complaint Resolution team can be reached via:
1800 533 633 (Free call)
Our team is available Monday to Friday, 8:30am – 5:30pm (AEST), except on national public holidays.
Please send full details, any supporting documents and what you would like us to do to:
Please send full details, any supporting documents and what you would like us to do, addressed to:
ORDE Financial – Complaint Resolution Team
PO Box 556
Collins Street West
VIC 8007
1800 533 633 (Free call)
Our team is available Monday to Friday, 8:30am – 5:30pm (AEST), except on national public holidays.
Please send full details, any supporting documents and what you would like us to do to:
Please send full details, any supporting documents and what you would like us to do, addressed to:
ORDE Financial – Complaint Resolution Team
PO Box 556
Collins Street West
VIC 8007
We commit to taking the following steps as we try to resolve your complaint:
Within one business day, we will acknowledge receipt of your complaint and provide an estimated timeframe for our response.
Complaints may be addressed by any member of our Client Services team. For serious matters that require further attention, we will escalate your issue to our Complaints Resolution Team.
We will conduct a thorough investigation into your complaint. If we need additional information, we will reach out to you or relevant third parties.
We will respond to you within the timeframe specified in our original acknowledgement, clearly and respectfully outlining our decision, and ensuring that you understand our findings.
After addressing your complaint, we may follow up with you regarding the outcome and any other related matters.
Please note that there is no charge for making a complaint – our internal complaints process is entirely free.
If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), ORDE Financial’s external dispute resolution body.
AFCA is a free external dispute resolution service. They will independently review your complaint and reach their own outcome. You can contact AFCA via one of the options below:
Phone: 1800 931 678 (free call)
In writing to: AFCA, GPO Box 3, Melbourne VIC 3001
Email: [email protected]
Website: www.afca.org.au