Making a Complaint

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.

If you have a complaint about a financial service provided to you by a Finwest adviser, we would like to hear from you.

You should take the following steps:

1. Contact your adviser and discuss your complaint, your complaint does not need to be in writing.
2. If your complaint is not satisfactorily resolved within five working days, or you would prefer not to contact your adviser, please contact the Complaints Manager at Finwest using the Contact us form on our website, calling our office on 08 9355 2133, by email at clients@finwest.com.au or by mail sent to PO Box 674, South Perth WA 6951.
3. Finwest will investigate your complaint promptly and respond to you within 30 calendar days. Should there be special circumstances (including complex matters) relating to the complaint, such that it is not reasonable for the complaint to be resolved in that time, Finwest will inform you of the reasons for the delay. We may request an extension of time up to a total of 90 days.
4. 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.

If Finwest has not responded within 30 days or you are not satisfied with the response, you can lodge a complaint with the Australian Financial Complaints Authority (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

Our complaint process is free of charge to you.

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. Our Privacy Policy and Financial Services Guide on this website contain further information in relation to our complaints process.

The Australian Securities and Investments Commission (ASIC) also has a free call info line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.