Godfrey Pembroke Financial Consultants

Complaint Resolution

Complaint Resolution Guide for Customers

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.

  1. Contact us and tell us about your complaint
  2. If we have not satisfactorily resolved your complaint within 3 days, please contact the Service and Solutions Manager on (02) 9957 8000 or put your complaint in writing and send it to:

    Service and Solutions Manager
    Godfrey Pembroke Limited
    PO Box 200
    NORTH SYDNEY NSW 2059

    Please mark the envelope "Notice of Complaint". We will try and resolve your complaint quickly and fairly>
  3. If the complaint can't be resolved to your satisfaction within 45 days, you have the right to refer the matter to Financial Industry Complaints Service Limited (FICS). They can be contacted on 1300 78 08 08 or you can write to them at:

    The Manager
    Financial Industry Complaints Service Limited
    PO Box 579
    Collins St West
    MELBOURNE VIC 8007


Complaints Resolution Guide.pdf

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