Making a complaint

Warning about investment scams misrepresenting Magellan

Investment scams happen when scammers try to trick people into investing money or making a financial transaction. One way in which this is done is by advertising a fake investment opportunity. To appear legitimate, fraudulent parties may use a fund manager’s brand and content across fake websites, documents or apps that look professional with legitimate business details of the organisation to mislead individuals.

An example of such scams is an advertisement on social media platforms such as Facebook or Instagram, where people are invited to register for access to investment information, download apps or join chat groups (e.g. WhatsApp) by persons falsely claiming to be Magellan employees or representatives. These messages are not from Magellan and Magellan is not in any way connected to or affiliated with these groups.

Magellan does not provide personal investment advice or recommendations regarding any investment product or securities via any social media platform. Any communications we conduct over social media platforms is limited to information made available on our LinkedIn page. We urge anyone receiving an invitation to join these online groups to avoid responding and to report the scam to the applicable social media provider.

It’s important that you are always certain of the identity of any person you are communicating with before engaging with them or providing them with any personal or financial information. If you are unsure whether a communication relating to Magellan is genuine or not, please contact us directly using the contact information on this website.

Additional information and resources:

Dispute Resolution Process

At Magellan Asset Management Limited (“Magellan”) your feedback is important to us.

What to do if you have a complaint:

Magellan is committed to providing investors with the best possible service. If at any time you are dissatisfied with a service provided by Magellan, please contact us so we can work towards a resolution.

Magellan has appointed a Complaints Officer to manage complaints from investors. 

How to make a complaint:

You can make your complaint in writing (letter, email or online) or by telephone or in person.

  1. Please contact our Complaints Officer using any of the following methods:
    Phone: +61 2 9235 4888
    Email: complaints@magellangroup.com.au
    Mail: Magellan Asset Management Limited, Level 36, 25 Martin Place Sydney, NSW 2000
     
  2. Please provide full contact details (including your account name and number) to enable us to respond to you quickly.
  3. Please provide as much detail as possible regarding the nature of your complaint together with any supporting documentation.

If you need assistance to make a complaint, we will accept complaints from a representative who can act on your behalf such as a friend or family member.

We will:

Keeping you informed:

If, for reasons beyond our control, we are unable to provide you with a final written response within 30 days, we will let you know the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (as detailed below).

Still not satisfied?

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

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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