Contact us

Contact us

Head office

Godfrey Pembroke Financial Advice Specialists
Level 1, 105-153 Miller Street
North Sydney, NSW 2060 Australia

Ph: 1800 023 867
Fax: +612 9957 8077
Email us

Find an adviser

Contact your nearest Godfrey Pembroke financial advice specialist.

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:

  • Contact us and tell us about your complaint
  • If your adviser has not satisfactorily resolved your complaint within 3 days, please contact our Advice Dispute Resolution team by telephone on 1800 611 950, or by mail at the following address:
    Godfrey Pembroke
    PO Box 1086
    North Sydney NSW 2059
    Please mark the envelope "Notice of advice provider Complaint".

What if you're still not satisfied?

We invite you to make contact with our Customer Advocate

Professor Dimity Kingsford Smith
Office of the Customer Advocate
PO Box 1086
NORTH SYDNEY NSW 2059

OR via phone:
132 652

If your concern remains unresolved

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 Financial Ombudsman Service (FOS). They can be contacted on 1300 78 08 08 or you can write to them at:

Financial Ombudsman Service
GPO Box 3
MELBOURNE VIC 3001