Complaints handling/dispute resolution

The management team, staff and Authorised Representatives of DFA are committed to the efficient and fair operations of the complaints handling process.

If you have a complaint about the financial service provided, you should contact your adviser.

If your complaint is not resolved with your adviser, you can refer the complaint to our Compliance Officer, who will seek to resolve the dispute internally as part of our Internal Dispute Resolution process that is governed by the Australian Securities and Investments Commission (ASIC) Regulatory Guide 165 and the Australian Standard AS ISO 10002-2006, and the old AS 4269-1995. All client complaints must be made in writing and addressed to the ‘Compliance Officer’. You can download a copy of the complaints form here.

External Dispute Resolution

If you are still dissatisfied with our decision, you can refer the matter to our External Dispute Resolution Scheme. Dover is a member of the Financial Ombudsman Service (FOS).

This service is free to you and we will abide by the outcome. Their decisions are not binding on you, if you elect, you still have other remedies available to you.

FOS can be contacted on 

Telephone:             1300 780 808 or (03) 9613 7366
Fax:                           (03) 9613 6399
Postal address:     GPO Box 3, Melbourne VIC 3001 

You can also lodge your dispute online here or download a dispute form below.


Download internal dispute resolution -  
complainants form here