You should have confidence in the quality of our advice. However, if you are unsatisfied with the service we provide, we would welcome your feedback. Please take the following steps so we can make every effort to resolve any complaint quickly and fairly.
1. Contact your adviser and tell them about your complaint.
2. If your adviser has not satisfactorily resolved your complaint within 3 days, please contact our Compliance Manager at the following address:
The Compliance Manager
Nextplan Financial Pty Ltd
Level 8, 179 Queen Street, Melbourne, VIC 3000
Our Compliance Manager, in association with your adviser, will:
- acknowledge your complaint promptly;
- investigate the complaint;
- decide upon appropriate action; and
- respond within 45 days of receiving the complaint advising of any decision.
3. If the complaint can’t be resolved to your satisfaction within 45 days, you have the right to refer the matter to the independent Australian Financial Complaints Authority (AFCA).
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001
Ph: 1800 931 678