Compliments & Concerns

We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.

We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.

Compliments

Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.

Concerns

If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.

You can contact us by whichever of the following means best suits you:

Level 33, Australia Square
264 George Street
Sydney NSW, 2000 Australia
(02) 9258 1295
hello@spectrumwp.com.au

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

Need an update on your complaint

If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.

Resolution

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.

When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

Taking it further

If you are not satisfied with our response, you can refer the matter to the Financial Ombudsman Service Limited (FOS), of which Spectrum Wealth Partners is a member.

FOS provides an independent disputes resolution process between consumers, as well as some small business and member financial service providers and covers financial services disputes including general insurance, life insurance, financial planning, investments and pooled superannuation trusts. You can contact FOS by:

1300 780 808
Financial Ombudsman Service Limited
GPO Box 3
Melbourne Vic 3001

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Credit and Investments Ombudsman (CIO). You can contact CIO at:

1800 138 422 (local call cost)
Credit and Investments Ombudsman
PO Box A252
Sydney South NSW 1235
www.cio.org.au

© 2017 Spectrum Wealth Partners Pty Ltd. All rights reserved.

All financial planning advisers are Authorised Representatives of Spectrum Wealth Partners Pty Ltd ABN 27 063 536 125 | AFSL 478589.

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