Where possible, we aim to resolve your concerns at the first point of contact with us and encourage you to contact our Client Services Team via our online chat facility in the first instance. If your complaint cannot be resolved I this first instance, please complete the online form.
When you make a complaint SelfWealth will:
- acknowledge your complaint within 24 hours of receipt of your request
- make sure we understand the issues
- do everything we can to fix the problem
- keep you informed of our progress
- keep a record of your complaint
- provide a final response within 45 days.
If we are unable to provide a final response to your complaint within 45 days, we will:
- inform you of the reasons for the delay
- advise of your right to complain to the Australian Financial Complaints Authority (AFCA), and
- provide you with the AFCA contact details.
To lodge a complaint
- Complete the below complaint form and
- Upload all supporting documents and information