Complaints

About the process

Australian Financial Services Licensing law requires all organisations that give financial advice to have both an Internal Dispute Resolution service and also belong to an External Dispute Resolution Service.

Arrangements for making a complaint against your financial adviser are set out in the Financial Services Guide (FSG) that you would have recieved when you first met with the adviser. If you are seeking a resolution to any issue with the advice or services that you have received, you should initially direct your complaint to the licensee of the advisory firm. The licensee will be outlined in the FSG and also on the adviser’s website.

If you are not satisfied with the response you can escalate the complaint to their nominated External Dispute Resolution Service. If you are seeking compensation, you need to submit a complaint to the licensee.

Members of the Association of Financial Advisers are required to comply with a Code of Conduct and are subject to investigation and disciplinary action. Where your adviser is a Member of the Association of Financial Advisers, and you would like to make a complaint, then please either call us on (02) 9267 4003 or email us at complaints@afa.asn.au. Please include your name, phone number, the adviser’s details and a brief overview of the nature of the complaint.

In accordance with our By-Laws, we will appoint an investigating officer to review your complaint, which may then be escalated to a Disciplinary Committee to take necessary action that could include a reprimand, suspension or termination of Membership.

Of course, we’d also like to hear about exceptional advice or service that you have received, and you can complete the form below to let us know.

 

AFA Complaints Register