Complaints Procedures

How to lodge a complaint

By phone: 
Australia:        07 5578 6177
International: +61 7 5578 6177

By mail:        PO Box 43
                      Mermaid Beach  Qld  4218

By email:

In person:    Ground Floor
                      Surfers Hawaiian Building
                      2890 Gold Coast Highway
                      Surfers Paradise QLD  4217

Additional assistance

Assured Management Limited ACN 088 868 393 (AML) is committed to ensuring:

  • the accessibility of this policy to all;
  • that each complaint is dealt with fairly, effectively, efficiently;
  • that each complainant is treated with courtesy and respect; and
  • that no complaint will incur a charge or fee.

If you are having difficulty understanding this policy, please contact us using the details above and we will assist you.

Complaint resolution process

In line with our commitments, AML is committed to ensuring a transparent complaints resolution process as outlined below.

  1. You will receive an acknowledgement of your complaint within 24 hours (one business day) or as soon as practicable after we receive the complaint.
  2. Your complaint will then be referred to the Complaints Handling Officer for investigation.
  3. AML will endeavour to provide you with a response as soon as possible but will in any case provide a response within 30 days of receipt of the complaint.
  4. If AML is unable to respond within 30 days, AML will notify you within the 30 day timeframe of the reasons for the delay and your right to complain to the Australian Financial Complaints Authority (AFCA).
  5. If you do not agree with reasons provided in the delay notification or the complaint remains unresolved after our response, you have the right to refer the complaint to AFCA.

If you would like a copy of AML’s internal complaints handling procedure, please contact us using one of the methods provided above.

Australian Financial Complaints Authority (AFCA)

AML is a member of AFCA. If you are not satisfied with the response you receive from AML, you have the right to refer the complaint to the AFCA. AFCA’s decision is binding on AML. If you are unsatisfied with the AFCA’s decision, you may pursue any other legal avenues that may be available.

Phone:      1800 931 678 (free call within Australia)

By mail:    AFCA, GPO Box 3, Melbourne VIC 3001



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