Compliments, complaints and dispute resolution.
Last updated 3 September 2026
Upward Insurance Group (Upward, we, us or our) operates as a Corporate Authorised Representative (CAR No. 001322938) of Delaney Kelly Golding Pty Ltd, AFSL No. 231146, ABN 35 000 663 221, which is a member of the Australian Financial Complaints Authority (AFCA). We are committed to the fair, transparent and timely resolution of any complaints or disputes.
We welcome your feedback
If you would like to give us positive feedback about our products or services, we would love to hear from you. Please email us at compliance@dkg.com.au.
If you have a complaint
If you are not fully satisfied with our services, please contact us and let us know about your complaint or dispute. You can do this by phone, email, in writing, or in person.
Upward Insurance GroupPO Box 1670
North Sydney NSW 2059
Telephone: (02) 9929 7299
Email: compliance@dkg.com.au
We will acknowledge your complaint in writing within 24 hours, or one business day, of receiving it, and will aim to resolve your complaint within 30 calendar days.
If your complaint is not resolved to your satisfaction within this time, or you would like to escalate it, please contact our Complaints Officer at (02) 9929 7299 or put your complaint in writing to the address above or by email.
We will work to resolve your complaint fairly and as quickly as possible.
Taking your complaint further
If we are unable to resolve your complaint to your satisfaction, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution service, and DKG (our Licensee) is a member.
- Phone: 1800 931 678 (free call)
- Online: www.afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
Time limits may apply to complaints made to AFCA, so we encourage you to act promptly. Please check the AFCA website to confirm whether any time limit applies to your situation.
Complaints relating to a Lloyd's coverholder binder
If your complaint relates to a policy arranged under a Lloyd's coverholder binder authority and cannot be resolved to your satisfaction by us, you have the right to refer the matter to Lloyd's Australia Limited:
- Post: Level 9, 1 O'Connell Street, Sydney NSW 2000
- Email: idraustralia@lloyds.com
- Telephone: (02) 8298 0783
- Facsimile: (02) 8298 0788
Your dispute will be referred to the Policyholder and Market Assistance team at Lloyd's. If it cannot be resolved through this process, it may be referred to the Financial Ombudsman Service (UK). Further information will be provided to you at the relevant stage.
Requesting information
You may ask us for copies of the information we relied on in reaching our decision as part of our complaints handling process. In some circumstances, we may not be able to release certain information; if this occurs, you may request a review of that decision. We will handle such requests in accordance with the applicable industry code requirements.
Protecting your privacy
We collect, use, hold and disclose your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth). Our detailed Privacy Policy is available on our website at www.upwardinsurance.com.au.
If you have a privacy-related complaint, or would like more information about how we manage your personal information, please contact our Privacy Officer:
Privacy Officer — Upward Insurance GroupPO Box 1670
North Sydney NSW 2059
Telephone: (02) 9929 7299
Email: compliance@dkg.com.au
About Upward Insurance Group
Upward Insurance Group helps clients make informed risk management and insurance decisions, operating as a Corporate Authorised Representative of Delaney Kelly Golding Pty Ltd (AFSL No. 231146). Through our relationship with DKG and the wider Steadfast network, we combine local service with the resources, technical support and market access of an established insurance broking group, so our clients' people and assets remain protected.
Contact us
Upward Insurance GroupABN 86 701 489 376 · CAR No. 001322938 of Delaney Kelly Golding Pty Ltd (AFSL No. 231146)
PO Box 1670
North Sydney NSW 2059
Telephone: (02) 9929 7299
Email: compliance@dkg.com.au
Website: www.upwardinsurance.com.au
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