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 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