EBM Complaint Procedure


When a client makes a complaint, it is an opportunity for EBM to demonstrate our commitment to excellent service.
Our aim is to turn any client’s frustration into satisfaction.

  • If you have a complaint or dispute that has NOT been resolved to your satisfaction, we have a person dedicated to resolving these matters.
  • If you would like to refer your unresolved complaint or dispute to our Complaints Manager, please complete our Client Complaint Form.

Our Complaints Manager is responsible for:

  • Attempting to resolve all client complaints and disputes which have not been resolved;
  • Managing all complaints and disputes with clients;
  • Advising clients of their rights to lodge complaints with the Australian Financial Complaints Authority (AFCA); and
  • Liaising with the AFCA;

Australian Financial Complaints Authority

Melbourne VIC 3001
Phone: 1800 931 678
Website: www.afca.org.au


We are committed to meeting if not exceeding your expectations whenever possible. As much as we all dislike receiving complaints, we recognise that dissatisfied clients have a right to complain and to have their complaint handled.

If your complaint has not been resolved to your satisfaction please complete the details below and return to:

Complaints Manager
PO BOX 1065
Email: ebm@ebm.com.au


To download a Complaint/Dispute Form, please click here.


Our Complaints Manager will generally contact you within 24 hours.


We are committed to protecting your privacy. We use the information you provide to advise about and assist with your insurance and/or financial planning needs. We only provide your information to insurance companies, underwriting agencies, wholesale brokers and premium funders with whom you choose to deal (and their representatives). We do not trade, rent or sell your information. If you don't provide us with full information, we can't properly advise you and you could breach your duty of disclosure. You can check the information we hold about you at any time.

For more information about our Privacy Policy, ask us for a copy or view here. By completing the request below, I certify that I am aware that any collection of personal information is used in accordance with EBM's Privacy Policy.