Making a complaint

We’re Here to Help

Your experience matters to us. If something hasn’t gone the way you expected, please let us know. We’ll listen carefully, treat your concerns with respect, and work to resolve them as quickly and fairly as possible.

Why Your Feedback Is Important

Your feedback helps us improve and ensures we continue to deliver the high-quality service you deserve. Whether it’s a suggestion or a concern, we want to hear from you.

How You Can Contact Us

You can raise a complaint in the way that feels easiest for you:

• Speak to your usual Fordham adviser or client manager if your concern relates to a specific engagement or team
• Email us: MyComplaint@perpetual.com.au
• Phone us: +61 3 9611 6611
• Complete our Online Complaint Submission Form above
• Write to us:  

What Happens Next

We will review your complaint and aim to resolve it within 30 calendar days from the date of receipt.

If more time is needed, we’ll keep you informed and explain our reasons for the delay. Once we’ve completed our review, we’ll provide you with a clear, written response which will include the outcome of our review and the reasons for our decision. If you’re not satisfied with our response, you can request a review by our Client Advocacy Specialist by writing to the address above or refer the matter to Tax Practitioners Board by way of a written Online Submission - https://myprofile.tpb.gov.au/complaints/

Need Extra Support?

If you need help to lodge a complaint – such as language assistance or alternative formats – please let us know. We’re here to make the process as easy as possible for you.

Your Privacy

We treat all complaints confidentially and handle your information in line with our privacy obligations.

Where Else Can You Find Help?

If you are dissatisfied with the way your complaint has been handled, you may be able to refer the matter to one of the following external dispute resolution bodies: