If you have a complaint about any financial service provided to you by your adviser, you should take the following steps:
Contact the Australian Advice Network Operations Manager to discuss your complaint.
We will acknowledge receipt of a complaint immediately; however, where this is not possible, acknowledgement will be made as soon as practicable.
We will then investigate the complaint and respond to you within 45 days.
Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.
If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is Complimentary to consumers. Contact details for AFCA are:
Furthermore, the Australian Securities and Investments Commission (ASIC) has a Complimentary of charge information line on 1300 300 630, which you may use to obtain information about your rights and to make a complaint.