GPS Wealth is committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms for our clients. If you have a complaint about any of our Financial Advice or Credit Assistance Services, you should take the following steps:
Contact your GPS Wealth Representative:
In the first instance please contact the GPS Representative who provided you with the particular service and tell them about your complaint and they will try to resolve your complaint quickly and fairly.
Provide full details of the complaint including:
- Your full name and contact details
- Your investor/account number
- Your Service/Product provider
- Your GPS Representative's name and Authorised Representative number or Credit Representative Number (as applicable)
- Provide all supporting documentation
- Clearly identify the resolution you are seeking
Internal Dispute Resolution:
If you have raised your concern with a GPS Wealth Representative and the matter has not been resolved to your satisfaction, our Dispute Resolution Department can assist. There are four ways you can lodge your complaint:
|By telephone:||Call 07 5408 4100, between 8.30am - 5.00pm Monday to Friday (AEST).|
|In writing (by mail):||Mail your written complaint to: Complaints Resolution Officer GPS Wealth Ltd PO Box 946
Noosa Heads, Queensland 4567
|In writing (by fax):||07 5474 8831|
Once you have contacted GPS Wealth we will begin the process of investigating and resolving your complaint. We will try to resolve your complaint quickly and fairly. We will endeavour to resolve your complaint within 5 business days however some complaints do take more time than others. If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with an update on our progress. Should it take longer than 45 days, we will contact you in writing to provide an explanation of the reason for the delay.
External Dispute Resolution
If you do not feel your complaint has been resolved in a satisfactory manner, or if you have not received a response after 45 days, you can contact the following organisations who offer an independent alternative dispute resolution service to customers who have been through GPS Wealth’s internal complaint process.
1. Financial Product Advice Services
If your complaint is in regards to a financial planning or advice matter you can contact the Financial Ombudsman Service Ltd (‘FOS’). How to contact FOS
|By telephone:||1300 78 08 08 between 9am - 5pm AEST|
|In writing (by mail):||GPO Box 3, Melbourne VIC 3001|
|In writing (by fax):||03 9613 6399|
2. Credit Assistance Services
If your complaint is in regards to mortgage broking or a credit assistance matter you can contact the Credit and Investment Ombudsman. How to contact CIO
|By telephone:||1800 138 422 between 9am - 5pm AEST|
|In writing (by mail):||PO Box A252 South Sydney NSW 1235|
|In writing (by fax):||02 9273 8440|
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.