Complaints Policy

We are committed to providing quality service and advice to our clients. This commitment extends to providing an accessible complaint resolution mechanism.

If you have a complaint about Self Funded Retirement Planners Pty Ltd, its advisory personnel, staff, products or services contact your adviser or Self Funded Retirement Planners Pty Ltd to lodge your compliant. You may lodge a complaint online, by email, by phone or in person.

Self Funded Retirement Planners Pty Ltd
Level 4, 10 Eastbrook Terrace
East Perth WA 6004

www.sfradvisory.com
info@sfradvisory.com.au
(08) 9220 5200

Self Funded Retirement Planners Pty Ltd is available to assist complainants who might need additional assistance to lodge a complaint. If you require assistance lodging your complaint, contact your adviser or Self Funded Retirement Planners Pty Ltd.

Self Funded Retirement Planners Pty Ltd will acknowledge your complaint promptly, and within 24 hours of receipt where possible. We will try to resolve your complaint quickly and fairly.

Self Funded Retirement Planners Pty Ltd will take the following steps to address your complaint:

  1. We will try to resolve the complaint immediately.
  2. If this is not possible, we will assess the particulars and investigate the complaint.
  3. If the complaint is not satisfactorily resolved within 5 days we will continue to assess and investigate the complaint.
  4. We will provide a final response to you in writing no later than 30 calendar days after the complaint is received by us.
  5. If we cannot reach a satisfactory resolution, you can raise your concerns with the Australian Financial Complaints Authority (AFCA) on 1800 931 678. Self Funded Retirement Planners Pty Ltd is a member of AFCA.