Compliments and Concerns

We work hard to build long lasting relationships with our customers. By listening to your feedback, we can address any immediate concerns you may have, also we will be able to improve our services.


At McLachlan & Co we are always delighted to know that we have succeeded in making your experience a pleasant and successful one.

If we have provided you with exceptional service, please let us know.


If, for any reason, you do not feel that you have received the highest standard of care from McLachlan & Co, we encourage you to share your concerns. We have a process in place that makes it easy for you to tell us of your concerns and for the matter to be addressed quickly and fairly.

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Contact Details for Compliments and Complaints:
Phone: 0438 036 389

Need an update on your complaint

If you have lodged a complaint with McLachlan & Co, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.


We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will work to resolve your complaint as soon as possible, in the event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.

Once our investigation is complete we will let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Credit and Investments Ombudsman (CIO). You can contact CIO at:

1800 138 422
Credit and Investments Ombudsman

PO Box A252
Sydney South NSW 1235

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