Complaints Handling Policy
What should I do if I have a complaint about RGM Financial Planners Pty Ltd?
If you have any complaints about the services we have provided to you, you should take the following steps:
Contact your financial adviser or contact us by any of the following means:
Post: PO Box 633 MOE VIC 3825
Phone: 03 51 201400
We will acknowledge your complaint within 24 hours of receipt if practicable to and we will try and resolve your complaint quickly and fairly.
If you need additional assistance to lodge a complaint, please use any of the above methods to contact us and we can engage accessibility services such as interpreters if required or we can assist you.
If the complaint can’t be resolved to your satisfaction within 30 days, you have the right to refer the matter to the Australian Financial Complaints Authority (‘AFCA’). [name of Licensee] is a member of AFCA. AFCA can be contacted on:
Post: GPO Box 3, Melbourne, Victoria, 3001
Phone: 1800 931 678
Where we need more time (for example due to complexity or difficulties investigating your complaint), we will write to you to let you know that we need more time, the reasons why and that you have the right to refer the matter to the AFCA is you are dissatisfied.