Feedback and Complaints Resolution
At Wealthfolio we are committed to providing you with a high standard of service. If at any time we have not met our obligations or you have a complaint about the service that we provide, please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
YOUR FEEDBACK MATTERS
Speak to us first. Most complaints can be resolved by a conversation. There are multiple ways to lodge a complaint. This may be verbal or in writing, we request that you include as much information as you can.
What to expect
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Your complaint will be acknowledge within one business day
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Within 5 business days we will aim to resolve your complaint
Step 1: Contact your broker directly or call our office on 07 3171 7881.
Step 2: If your complaint needs to be escalated, or you’d prefer to raise it directly, you can contact our Complaints Officer at any time:
You can also contact the Complaints Officer directly as detailed below:
Name: Bella Cattermole
Phone: 07 3171 7856
Email: bella@wealthfolio.com.au
What happens next: Within 30 calendar days of you lodging your complaint, we’ll write to you with the outcome of our investigation and the reasons behind our decision. If we need more time, we’ll let you know and explain why.
Our External Dispute Resolution (EDR) scheme
If you do not think we have resolved your complaint to your satisfaction, you may refer the matter to an
EDR scheme. You may also refer the matter to an EDR scheme at any time, but if our internal process is
still in progress, they may request that our IDR processes be complete before considering the matter
further.
Our external dispute resolution service provider is the Australian Financial Complaints Authority and their
contact details are below:
Name: AFCA - Australian Financial Complaints Authority
AFCA Number:
Email: info@afca.org.au
Phone: 1800 931 678
Address: GPO Box 3, Melbourne VIC 3001