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 Limited
PO Box 1086
North Sydney NSW 2059
Please mark the envelope "Notice of advice provider Complaint".
If your concern remains unresolved
If your concerns haven't been resolved to your satisfaction, or we haven't responded to you within 45 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
AFCA provides fair and independent financial services complaint resolution that's free to consumers. More information is available at afca.org.au
Time limits may apply to lodge a complaint with 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.