We welcome your feedback, and it is important to us that you are satisfied with our services.

If you have a complaint, we encourage you to discuss your concerns with your Adviser, or direct them to the BWP Advisory Pty Ltd Responsible Manager. Alternatively, you can email your complaint to [email protected]

Timing

We will look to resolve your complaint within five (5) business days from the time the complaint is formally made. If you have not received a response within this timeframe and did not request a response, the matter will be taken as resolved internally.

If you have requested a response to your complaint, the Responsible Manager will investigate your complaint within thirty (30) calendar days of the complaint being made with the exception of superannuation related complaints including life insurance issued through superannuation and death benefits, in which we aim to respond within ninety (90) days.

During this time the Responsible Manager will investigate and respond with a comprehensive and fair account of your complaint along with our responsibilities and any further action to be taken on behalf of your complaint.

If you are not satisfied with the resolution of your complaint

If you are not satisfied with the outcome, you can escalate your complaint to the following parties.

  • Australian Financial Complaints Authority (AFCA). BWP Advisory Pty Ltd is a member of AFCA, who are an independent complaints service. Members of AFCA include life insurers, fund managers, financial planners, stockbrokers and investment advisers. AFCA provides fair and independent financial services complaint resolution that is free to consumers. They can be contacted by phone on 1800 931 678, in writing at GPO Box 3, Melbourne VIC 3001 or [email protected]. Further information can be sourced from their website – afca.org.au . AFCA will try and help both parties reach agreement on a settlement. If a settlement cannot be reached, AFCA may investigate further and issue a final determination. This final decision is binding on BWP Advisory Pty Ltd. This means that if you accept the decision, BWP Advisory Pty Ltd must also accept it. However, if you do not agree with the final decision, you do not have to accept it.
  •  Australian Securities and Investment Commission (ASIC): The Australian Securities and Investment Commission (ASIC) also has a free call info line on 1300 300 630 which you may use to make a complaint and obtain information about your rights. More Information For your reference, attached is our complaints handling procedures: Complaint Management Policy – BWP Advisory Pty Ltd – Version 1.0 10.2021.

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