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 you adviser has not satisfactorily resolve 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).
They can be contacted through the following:
Telephone: 1800 931 678
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 which can be found on page 11 of the current Financial Services Guide under Client Experience.