E: headoffice@nationalsterling.com.au | T: Melbourne: 03 9533 8555 | Adelaide: 08 8127 4040


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General Concerns and Questions

Do you recommend shares for investment?

With any investment planning that a National Sterling financial adviser may recommend, they will always take into account your individual circumstances and objectives. If shares or equities are a particular investment that you are comfortable with, talk to one of our advisers and they can help you with this either directly or via a referral basis. For us, the main criteria is to recommend an investment that won’t keep you up at night and has a reasonable basis and expectation of long term growth.

I have an accountant, isn’t that enough?

Accountants mostly deal with tax related issues, and there are accountants who specialise in niche areas. Financial planners provide advice across a broad range of finance matters that includes superannuation, investment, estate planning, insurance. Our experience shows that clients are more successful when they have a combination of a good accountant and a good financial planner.

What does a financial planner do?

A financial planner helps you to define and understand your goals. A planner will assist in developing a path to follow whether your goals are short or long term. A financial planner can help educate you about financial matters such as insurance, superannuation, debt reduction and investment.

Will my phone call be recorded?

Please note that for compliance and training purposes National Sterling monitors and records all telephone calls. If at the time that a call is made to you, you wish for your call not to be recorded, please inform our staff member who will transfer the call to an unmonitored telephone line.

Concerns about NSFS or my Adviser?

NSFS and your Adviser endeavour to provide you quality financial advice and service. If you have any concerns or a complaint about the service we have provided you, we are committed to resolving them as quickly as possible, so we encourage you to take the following steps:

I am concerned about NSFS or my Adviser?

1. Contact your Adviser and tell them about your complaint. Your Adviser will want to work with you to resolve your complaint to your satisfaction.

2. If you feel like your complaint is not handled to your satisfaction you can contact ‘Client Services’ and tell them about your complaint. Our client service team is dedicated to providing our clients with stellar customer service and are available to take your call on (03) 9533 8555, Monday to Friday 8:30am – 5:00pm.Alternatively, if it is after hours, you can also contact our Client Services Team via our website.

3.If after the above you are still not satisfied with the outcome of your complaint, we encourage you to formalise your complaint by writing to our Compliance Manager or Executive Director as follows:

Attention: Chrystal Evans Compliance Manager or Tony Tzouvellis
Executive Director

Address: Level 9, 608 St Kilda Road, Melbourne VIC 3004
Fax: (03) 9533 8500

4. Lastly if your complaint has not been resolved by National Sterling Financial services, you may escalate your complaint to one of the following external Complaint Schemes listed in the table below:

Type of complaint External complaints service
Financial advice, investments, superannuation or insurance matters Credit Ombudsman Services Limited (COSL) on 1800 138 422.
Personal information held The Privacy Commissioner on 1300 363 992
The Australian Securities and Investments Commission (ASIC) may be contacted on their free call info line on 1300 300 630 to find out which body may be best to assist you to settle your complaint.ASIC can also be contacted via the following means:
Australian Securities & Investments Commission
GPO Box 9827
Your Capital CityORPO BOX 4000
Gippsland Mail Centre VIC 3841


Debt Reduction

Choosing the right financial manager is one of the most important decisions you’ll ever make. This fact sheet may answer some of your questions.

My dad, brother, cousin, friend etc, tells me that he or she can help me to save money and that I don't need a mortgage reduction service. Is this true?

This really depends on how qualified they are to help and whether they will really be there when you need them. For example you could get your father (or brother or cousin) to help you sell your house but you may be a lot better off if you went to a good auctioneer. Sure, using an auctioneer may cost a little more in the beginning but if it earns you more money in the long run then it is very obvious which way is best. We learned also that a lot of people are all too willing to tell you what to do, and what not to do, but when you need something done, they’re not always around. Your National Sterling consultant is just a phone call away. When you need an answer we’re there. This is an important part of what we’re paid for.

My spouse or partner has applied for a new job. Should we wait to see what happens before we start on this plan?

Nothing stays the same. Your situation and circumstances will always change, and hopefully will change for the better, but this is all the more reason to start saving now. If you knew how to save and were saving regularly then you wouldn’t have come to us in the first place. Every now and then we’ll get a call from someone who came to see us in the past but then didn’t go ahead because of a new job, a new baby or something that was about to happen. Usually the first thing they tell us is “I wish I had started this when I had the chance”. In other words “Don’t put off until tomorrow something that you can do today”.

What happens if I do everything you tell me to do but I still don't reduce my mortgage faster?

We believe that the program is right and if you do all the things that we recommend then you should reduce your mortgage faster. It’s that simple. If you don’t do everything recommended, you might not pay off your mortgage any faster. This isn’t too hard to understand. We confidently back up our advice with our money-back guarantee. All you have to do is follow our advice and do the necessary steps each week. If you do this but you don’t reduce your mortgage faster, then we will refund to you in full all fees paid by you to us.

I know someone that had a mortgage reduction service but now they say they are worse off?

Same as above. You’ll probably discover that your friend did not follow the program or tried to do it in some other way.

Why can't I have a similar mortgage program with the bank?

When you go and talk to the bank you may suddenly find that they’ll bend over backwards to keep your business. They’ll promise you this and that… but nothing will change. You’ll still be on your own. The bank will simply set up your mortgage then tell you how much you have to pay each month. On the other hand, we work with you to set up a budget, we help you monitor the payments and “manage” the mortgage. For example, we visit you in your home and set up the budget system. We will personalise your mortgage reduction program and find you a loan that suits you, not the Bank. When did your bank send someone out to see you? Our goal is to help you save as much as possible… the banks want you to spend as much as possible. It just isn’t in their interest to reduce your mortgage.

Client Service Team

When and how to contact the customer service team


When should I contact the Client Services Team?

whenever you like. That’s what we’re here for. No question, query or feedback comment is irrelevant to us. We are here to ensure prompt and efficient responses to ALL client queries.

How do I contact the Client Services Team?

We are available by phone and email, however we would suggest using the contact us form on this website as the query is logged and can be allocated very quickly and you won’t get lost in the chain.

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