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 at the following address:
Advice Dispute Resolution Team
Godfrey Pembroke Limited
Level 2, 105-153 Miller Street
NORTH SYDNEY NSW 2060
Please mark the envelope “Notice of Complaint”. Alternatively you may contact the Advice Dispute Resolution Team via Phone: 1800 611 950 (free call) or Email: firstname.lastname@example.org
If your complaint isn’t 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):
Website: www.afca.org.au In writing to:
Email: email@example.com Australian Financial Complaints Authority
Telephone: 1800 931 678 GPO Box 3, Melbourne VIC 3001