Selfwealth strives to provide the best customer service possible, and we are here to assist you in the resolution of any complaints you may have.
How can I make a complaint?
If you have a complaint, you can contact us by Submitting a request here and selecting Complaints in the Enquiry Type dropdown. By selecting Complaints, your request will be sent directly to an experienced Customer Advocate who will be able to assist with a resolution.
To assist us in resolving your complaint as quickly as possible, please include the following in your request:
- Full name and contact details
- Account number (if available)
- Details of your complaint
- Any supporting documentation you have
- Suggestions for resolution
Other ways you can make a complaint are:
- By Live Chat: Click the green Support chat box
- By Email: support@selfwealth.com.au
- By Mail:
Selfwealth Ltd
Level 7 / 130 Lonsdale Street
Melbourne, VIC 3000
How long will it take to resolve my complaint?
We will endeavour to acknowledge the receipt of your complaint within one business day, or as soon as practicable. Once we review your complaint we will provide a timeframe for resolution. If resolving your complaint takes longer than 5 business days, we will provide you with a final written response within 30 calendar days of receiving your complaint.
In rare cases, the resolution of a complaint may be complex and will take longer than 30 calendar days. We will notify you if the timeframes for your resolution extend past the normal periods.
External Dispute Resolution
If you are not satisfied with the outcome of your complaint, you have the right to refer the matter to an external dispute resolution process - the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can make a complaint to AFCA online, by letter, email or by phone.
AFCA's contact details are:
- By Phone: 1800 931 678
- In Writing: GPO Box 3, Melbourne VIC 3000
- By Email: info@afca.org.au
- Website: www.afca.org.au