If you have a complaint about the service provided by us you should:

1. Let us know your concerns. We value your feedback and the opportunity to improve our service. In the first instance, please let us know your concerns. Alternatively, you can email or write setting out details of your complaint to :

The Complaints Manager, lnfocus Securities Australia Pty Ltd [lnfocus).

Email: support@infocus.com.au ;

or Post: PO Box 1856, Sunshine Plaza QLD 4558;

or Telephone (07) 5406 5000.

2. Outline the specific areas of service, which have not met with your satisfaction . Detail in your letter, as simply as possible, all the facts relating to your complaint and h ow you believe we can investigate and resolve this matter to your satisfaction.

3. lnfocus will investigate your complaint and will make every effort to ensure you receive a fair and prompt reply. lnfocus will endeavour to resolve your complaint within 30 business days. We will keep you informed of what is happening to your complaint if this investigation cannot be resolved within this time.

4. If you still do not get a satisfactory outcome, you have the right to take the complaint to an external dispute resolution scheme.

lnfocus is a member of the external complaints resolution scheme operated by the Financial Ombudsman Service [FOS) and the Australian Financial Complaints Authority [AFCAI. Both FOS and AFCA provide free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. FOS and AFCA may undertake an independent external investigation of the complaint or enquiry. Member companies like lnfocus are bound by any decisions made by FOS or AFCA.

For lodgement of complaints lodged before 1 November 2018, these should be directed to: Financial Ombudsman Service Australia

Online: www.fos.org.au Email: iinfo@fos.org .au

Phone: 1800 367 287

Mail: Financial Ombudsman Service Limited

GPO Box 3

Melbourne VIC 3001; or

For complaints lodged on or after 1 November 2018, these should be directed to: Australian Financial Complaints Authority

Online: www.afca.org.au Email: info@afca.org.au Phone: 1800 931 6 78

Mail: Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

**For businesses with other entities, this complaints section should be on the Financial Services Page or should be clearly identified as being relevant to Financial Services complaints only.**

Pattinson Financial Services Pty Ltd ABN 17 121 851 376 is a Corporate Authorised Representative of Infocus Securities Australia Pty Ltd
ABN 47 097 797 049 AFSL and Australian Credit Licence No. 236523

Tel: +61 2 8850 6888 | Fax: +61 2 8850 6407 | Toll Free 1300 466 637 | PO Box 6253 Baulkham Hills BC NSW 2153

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