What should I do if I have a complaint?
If you have any complaints about the service provided to you, you should take the following steps.
Contact us and tell us about your complaint.
If your adviser has not satisfactorily resolved your complaint within 3 days, please contact our Complaint Resolutions team at the following address:
Complaint Resolutions Manager
Godfrey Pembroke Limited
PO Box 1086
NORTH SYDNEY NSW 2059
Please mark the envelope “Notice of Complaint”.
If the complaint can’t be resolved to your satisfaction, or you have not received a response within 45 days, you have the right to refer the matter to The Australian Financial Complaints Authority (AFCA). The AFCA provides fair and independent financial services complaint resolution that is free to consumers. Time limits may apply to lodge a complaint with the AFCA, so you should act promptly. You can check the AFCA website to find out if a time limit applies or when the time limit relevant to your circumstances expires.
They can be contacted on 1800 931 678 or you can write to them at:
Australian Financial Complaints Authority,
GPO Box 3
MELBOURNE VIC 3001
To find out more about our Complaint Resolution process, please view the Complaint Resolution Guide.