Winner of the ifa Dealer Group of the Year

Image not available

CORE|DATA LICENSEE OF THE YEAR - GPS WEALTH

Image not available

Complaints Process

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 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 PO Box Q603
Sydney, NSW 1230
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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: 1800 367 287 between 9am - 5pm AEST
In writing (by mail): GPO Box 3, Melbourne VIC 3001
In writing (by fax): 03 9613 6399
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.fos.org.au 

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
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.cio.org.au 

 

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.

 

3. Superannuation Complaints Tribunal
If your complaint is in regards to a superannuation matter you should contact the Superannuation Complaints Tribunal ('SCT'). How to contact SCT - 

By telephone: 1300 884 114
In writing (by mail): Locked Bag 3060, Melbourne VIC 3001
In writing (by fax): 03 8635 5588
By email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.sct.gov.au