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:
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 02 8074 8599, between 8.30am - 5.00pm Monday to Friday (AEST). |
| In writing (by mail): | Mail your written complaint to: Complaints Resolution Officer GPS Wealth Ltd GPO Box 4463 Sydney, NSW 2001 |
| By email: | info@gpswealth.com.au |
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 lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA* accepts complaints in regards to either:
AFCA can be contacted by one of the following alternatives –
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By telephone: |
1800 931 678 (free call) |
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In writing (by mail): |
Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
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By email: |
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Website: |
* Effective 1 November 2018 the AFCA scheme replaced the previous schemes managed by the Superannuation Complaints Tribunal (SCT), Financial Ombudsman Service Australia (FOS) and Credit and Investments Ombudsman (CIO).
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.
