Public Complaints Policy

Policy Outcome

Our Public Complaints Policy is designed to detail the requirements that apply in dealing with complaints about financial planning and advice provided by our staff and Representatives of our Licensee Price Financial Intelligence Pty Ltd AFSL 402367.

The primary aim of this Complaints Policy is to set out the information required to manage a Complaints policy as required by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98.

We understand the importance of having an effective complaint handling procedure in place and IDR (Internal Disputes Resolution) Structure, as we adopt a customer-focused approach. We acknowledge your right to make a complaint, whilst at the same time, we expect that you will treat our staff with respect when they are dealing with your complaint.

We will in turn always treat your complaint in a professional manner.

How to lodge a complaint?

You may lodge your compliant with us by

Please provide the following information

We will respond to your claim with the following aims

We will seek to resolve your claim within 5 business days

There is a 30-day time limit for us to resolve your compliant via our Internal Dispute Resolution, which will include a written response to your claim.

If for any reason we are unable to resolve your compliant via our Internal Dispute Resolution facility for circumstances beyond our control, we will then refer you to our External Dispute Resolution service provider AFCA.

Australian Financial Complaints Authority (AFCA) provide a fair and independent financial services compliant resolution that is a free service to consumers.

How do I contact AFCA