We are committed to customer focused, effective and efficient complaint handling. We strive to address each claim genuinely, promptly, fairly and consistently, ensure each complaint is treated in an un-biased manner, and all allegations are investigated thoroughly.
This document provides information about our dispute resolution process including how and where complaints may be made and how and when we will communicate with you about resolving your complaint.
If you have a complaint about Adrians Private Wealth Pty Ltd or one of our financial advisers, we would like to hear from you. The Privacy Policy applies to the Adrians Wealth Management Pty Ltd, Adrians Private Wealth Pty Ltd, and all sub-authorised representative.
How you can lodge a complaint
If you wish to make a complaint, please contact the Claims Team on the information below:
Mail GPO Box 1050, Brisbane QLD 4001
Phone 07 3832 7544
Email licensee@adriansgroup.com.au
Website adriansgroup.com.au
Our complaint process is free of charge to you. Your complaint does not need to be in writing. If you require any assistance to lodge your complaint, please let us know. You may also choose to authorise a representative to make a complaint on your behalf.
We are bound by the Privacy Act, and we manage and protect your personal information in accordance with the Australian Privacy Principles.
We will respond to your complaint in a timely and flexible manner. Our goal is to ensure the earliest possible resolution and we will try to resolve your complaint wherever possible at the first point of contact. Where your complaint is urgent it will be prioritised.
We will ensure you have the opportunity to explain your complaint. To this end we ask that where possible, that you provide the following information about your complaint:
We will address your complaint fairly and consistently, treating each complaint in an un-biased manner, and ensuring all allegations are investigated thoroughly. We will inform the financial adviser or mortgage broker involved about your complaint and ask them to respond to us.
Once your complaint is resolved any agreed outcomes will be implemented in a timely manner.
We will acknowledge the receipt of your complaint within 1 business day verbally or in writing. Where this is not possible, acknowledgement will be made as soon as possible.
We will investigate your complaint promptly and respond to you within 30 calendar days. Our response will include:
Some complex matters may require additional time to thoroughly investigate the complaint and bring it to a resolution. Where additional time is required, we will advise you in writing within 30 calendar days of receiving the complaint. We will explain the reasons for the delay.
We will communicate openly throughout the process.
If you are not satisfied with the resolution of your complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
If an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA provides fair and independent complaint resolution that is free to consumers. The contact details for AFCA are:
Mail GPO Box 3, Melbourne VIC 3001
Phone 1800 931 678 (free of charge)
Email info@afca.org.au
Online www.afca.org.au
We may amend or update our Complaints Policy as required by law or as our business processes changes. We will post the updated policy on our website – adriansgroup.com.au. We encourage you to check our website from time to time to view our current policy or contact us for a printed copy.
Important Information
Adrians Private Wealth Pty Ltd ABN 35 619 714 377 is a Corporate Authorised Representative No 1257272 of Adrians Wealth Management Pty Ltd, Australian Financial Services Licence No. 522841.
60 Baxter Street
Fortitude Valley QLD 4006
GPO Box 1050
Brisbane QLD 4001
Business Advisory + Tax
P: 07 3832 7544
Private Wealth
P: 07 3891 6226
123 Margaret Street
Toowoomba QLD 4350
PO Box 2651
Toowoomba QLD 4350
Private Wealth
P: 07 4602 2700
