We take every complaint seriously and if you have reason to complain, we encourage you to take it up with us as soon as possible. You may raise your complaint with a Client Services team member via live chat, or if you prefer, you can email us.
If our Client Services team cannot resolve your complaint immediately, it will be escalated to our Compliance Manager who is required to understand and resolve the issue within 30 days.
In the event we are unable to resolve your complaint, you can lodge the complaint with our external dispute resolution provider – the Australian Financial Complaints Authority (AFCA):
- By Phone: 1800 931 678
- In Writing: GPO Box 3, Melbourne VIC 3000
- By Email: email@example.com
- Website: www.afca.org.au
There is no charge payable by a complainant for making a complaint to either Selfwealth or to the Australian Financial Complaints Authority (AFCA).
What compensation arrangements are in place?
Selfwealth is required to have arrangements for the compensation of clients and consumers who suffer a financial loss because of a breach of Selfwealth’s AFS License obligations.
Selfwealth is a Member of an external dispute resolution (EDR) scheme with the Australian Financial Complaints Authority (AFCA, Member No. 30405) and agrees to be bound by the authority’s rulings and to pay compensation to consumers when directed.
Selfwealth also holds professional indemnity insurance cover for claims made from current and former employee representatives in providing financial services on behalf of Selfwealth.
These arrangements satisfy the requirements under s912B of the Corporations Act.