Public Complaints Policy

Policy Outcome

Our Public Complaints Policy describes our process for handling complaints about financial planning and advice provided by our staff and Representatives of our Licensee Price Financial Intelligence Pty Ltd (AFSL 402367), and as required by the Australian Securities and Investment Commission.

We understand the importance of having an effective complaint handling procedure and we achieve this via our Internal Disputes Resolution Procedure.

We acknowledge your right to make a complaint. We always treat your complaint in a professional manner whilst at the same time, we expect that you will treat our staff with respect when they are dealing with your complaint.

Assistance

Should you require any help in lodging your complaint, we will be happy to provide any assistance necessary.

How to lodge a complaint?

If possible, you should make your complaint known to the staff member or adviser that you have been dealing with. If this is inappropriate for any reason, please contact either our Compliance Manager, Greg Chamberlain, or our MD/Licensee, William Mills.

You may lodge your complaint with us;

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 complaint via our Internal Dispute Resolution process, which will include a written response to your claim.

If for any reason we are unable to resolve your complaint via our Internal Dispute Resolution process, you have the right to lodge your complaint with the Australian Financial Complaints Authority (AFCA) for further consideration.

AFCA’s role is to provide a fair and independent complaint resolution and is a free service to consumers.

How do I contact AFCA