Legal
Complaints Policy
We are committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms. If you have any complaint about the service provided to you, you should take the following steps:
Contact Your Adviser
Contact your adviser and tell your adviser about your complaint. The majority of complaints can be resolved this way.
Contact the Complaints Manager
If you do not have an adviser, please contact the Complaints Manager at Wealth Magnet Pty Ltd t/a Australian Investment Education via:
Phone
+61 (0)7 5585 4285
In Person
Australian Investment Education
Level 1, 36 Upton St
Bundall, QLD 4217
Website
Online Contact Form
Write to Us
You can also put your complaint in writing and send it to us at:
Wealth Magnet Pty Ltd
PO Box 8799
Gold Coast MC, QLD 9726
If someone else is lodging a complaint on your behalf, we will require appropriate authority for your representative to communicate on your behalf.
Resolution Timeline
24hrs
Acknowledgement of your complaint
5 days
Initial resolution target
30 days
Written response if further investigation required
Our aim is to resolve your complaint quickly and fairly. Please provide us your preferred method of communication when contacting us. We will try to resolve the complaint to your satisfaction at the time or within five business days of receipt. You may be requested to provide supporting documentation or assist us with any additional information we may need to resolve your complaint.
Where further assessment and investigation is required to resolve a complaint, we will provide a written response within 30 calendar days.
External Dispute Resolution
If we cannot reach a satisfactory resolution, you can raise your concerns with the Australian Financial Complaints Authority (AFCA). Grange Financial Services Pty Ltd is a member of this external dispute resolution service (Member Number 39916).
AFCA Contact Details
Phone
1800 931 678 (free call)
Website
www.afca.org.au
In Writing
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
The Australian Securities & Investments Commission (ASIC) also has a free call Info line on 1300 300 630 which you may use to make a complaint or obtain information about your rights.
If you require any additional assistance or have any questions regarding our complaints process, please contact us for further assistance.