At Goodman Private Wealth, delivering exceptional service to our clients is at the heart of everything we do.
We understand that, from time to time, you may be dissatisfied with our service or feel that we have not met your expectations. We take all complaints and concerns seriously. If you are not satisfied, we want to hear from you.
A complaint is when you tell us you are dissatisfied with our products, services or staff, or with how we have handled a complaint, where a response or resolution is expected. You do not need to use the word “complaint” or put it in writing.
You can raise a complaint with your adviser or our Compliance Officer at any time. Making a complaint and having it dealt with is free.
If you need help making a complaint, such as an interpreter or this information in another format, or would like someone to make it on your behalf, please let us know.
We will acknowledge your complaint within one business day of receiving it, or as soon as practicable. We will investigate it fairly and keep you informed of our progress.
We will give you a written response within 30 calendar days of receiving your complaint. It will set out the outcome, our reasons if we do not uphold your complaint in full, and your right to take your complaint to the Australian Financial Complaints Authority (AFCA).
If we resolve your complaint to your satisfaction within five business days, we may not send a written response unless you ask for one.
If we cannot respond within 30 calendar days, we will write to you before then to explain the reason for the delay and your right to take your complaint to AFCA.
If you are not satisfied with our response, or we have not responded within 30 calendar days, you can take your complaint to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA will decide whether it can consider your complaint, and time limits apply.