If you have any complaint about the service provided to you, you should take the following steps:

Contact our office and advise our staff of your complaint.

If your complaint is not satisfactorily resolved within 3 days you should contact Garvan Financial Planning’s Service and Solutions Manager on (02) 9957 8000; or put your complaint in writing and send it to Garvan Financial Planning, P O Box 200, North Sydney NSW 2059.

We will try and resolve your complaint quickly and fairly.

If you still do not get a satisfactory outcome, you have the right to complain to the Financial Industry Complaints Service Ltd (FICS) at PO Box 579, Collins Street West, Melbourne VIC 8007. Toll free telephone 1300 780 808.

The Australian Securities and Investments Commission (ASIC) also has a freecall Infoline on 1300 300 630 which you may use to make a complaint and obtain information about your rights.

For further information, please refer to the ‘Complaint Resolution Guide’ below.

Download the Complaint Resolution Guide – PDF Document here