DVT MCLEODS

Feedback, Compliments, Complaints

Do you have any concerns about our performance?

At DVT Mcleods, we are committed to conducting all appointments with the highest standards, in compliance with relevant legislation and, where appropriate, in alignment with the interests of clients, creditors and stakeholders. Our policies and procedures are designed to support this commitment, and we ensure our staff are trained not only to be technically proficient but also to engage respectfully and constructively with all parties involved.

While we strive to meet these standards in every matter we handle, we understand that concerns may still arise from clients, creditors and stakeholders. To address these concerns, we have implemented a clear process for managing concerns and/or complaints efficiently, fairly and transparently, as outlined in our Complaints Management Policy. All concerns are taken seriously, and any issue(s) not resolved at the staff level will be escalated to one of the firm’s partners.

We encourage anyone with concerns or feedback about our performance to notify us so the matter can be addressed appropriately.

How DVT Mcleods manages complaints

A complaint against the firm may take many forms and will, in most instances, be directly related to the party’s involvement with the firm and the particular matter in which the firm is engaged.

A concern may relate to our performance, the time taken to complete a task, a potential conflict of interest, or any other issue regarding DVT McLeods.

Once a complaint has been submitted, a senior management team member and/or partner will contact the complainant. Our aim is to do so within five (5) business days of receiving the complaint. All complaints are referred to the responsible partner for overseeing complaint management and are investigated based on their nature, seriousness, and complexity. The time required to resolve a matter can vary on a case-by-case basis.

We are committed to keeping the complainant informed through regular progress updates and encourage them to contact us at any time to check the status of their complaint.

For further information regarding our complaints management process, please refer to our Complaints Management Policy.

Making a complaint

Written complaints help us clearly understand the concerns raised, but we are also committed to handling verbal complaints with the same level of care and attention. If a complainant prefers not to submit their concerns in writing, the staff member and/or partner will record the issues as they are understood.

When submitting a written complaint, complainants are encouraged to include the following information in their written complaint:

The details of the matter related to the complaint;
A clear description of the complaint;
Copies of any relevant supporting documents; and
The outcome or resolution they are seeking

Written complaints can be submitted to feedback@dvtmcleods.com.au

What happens if you are not happy with the outcome?

If, after we have made every effort to address a complaint, the complainant remains dissatisfied with the outcome, we will advise them of their options to escalate the matter to an external body. These may include:

Australian Securities and Investments Commission (ASIC) – for concerns relating to corporate insolvency matters;
Australian Financial Security Authority (AFSA) – for concerns relating to personal insolvency matters;
Australian Restructuring Insolvency & Turnaround Association (ARITA), CPA Australia, Chartered Accountants Australia and New Zealand (CA ANZ), or Institute of Public Accountants (IPA)– for matters concerning professional standards or conduct;

DVT Mcleods’ Promise

At DVT McLeods, we treat all complaints with care and attention. Where necessary, we may seek independent insight from senior industry professionals or consult with professional bodies such as ASIC, AFSA, ARITA, CPA Australia, CA ANZ, and/or IPA.

Everyone who raises a concern with us will be treated fairly and respectfully. Lodging a complaint will not impact the way we engage with you in future matters.

We conduct a thorough and impartial review of all complaints, responding appropriately and implementing solutions where possible. Our process ensures that each complaint is handled transparently and in the best interests of all parties involved and in accordance with our regulatory and accounting bodies.

We are open to reviewing complaints submitted anonymously, though our ability to respond or take action may be limited in such cases.