We are committed to providing quality services to our clients. This commitment also extends to giving you easy access to people and processes that can resolve a service issue or complaint.

If you are concerned about the services provided by us, any product we have arranged or how we have handled your Personal Information, please contact your broker or the branch manager of your local branch. We will acknowledge your complaint immediately in writing or by telephone.

If, within 5 days, your broker or the relevant branch manager is unable to resolve your complaint to your satisfaction, the matter will be referred to the Gallagher Risk & Compliance Team who can be contacted directly on:

Email: privacy@ajg.com.au (for privacy related complaints) or complaints@ajg.com.au (for any other complaints)
Telephone: 1800 068 000

If your complaint is referred to the Risk & Compliance Team, we will acknowledge receipt of your complaint in writing within 1 business day.

We will then investigate the matter and attempt to resolve your complaint in accordance with our Disputes and Complaints Management Policy. We will advise you of the outcome of our review of your complaint within 30 days of when you first made your complaint.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA is an independent external dispute resolution body approved by the Australia Securities and Investment Commission. AFCA resolves disputes at no charge to you and has the authority to deal with certain financial services disputes within its Terms of Reference.

For further information about how we handle complaints or disputes please contact your broker, or Authorised Representative or visit our website: www.ajg.com.au.

Financial Services Guide

Who we are

Our services

Our remuneration, including how we and our representatives are paid

Additional Important Information

Your Duty of Disclosure and when we rely on you