Future Private Wealth Pty Ltd and our representatives (we, our or us) value your feedback. We understand that issues might arise from time to time that can cause our clients dissatisfaction. If at any time you are dissatisfied with us or our services, please contact and provide us with your concerns and feedback, and allow us the opportunity to remedy the matter where this is appropriate and possible.
How to make a complaint
You can make a complaint to us in any of the following ways:
| Contact person | Complaints Officer |
| Post Address | PO Box 185, Elsternwick, VIC, 3185 |
| Telephone | 0408 702 056 or 0460 599 202 |
| admin@futurepw.com.au | |
| Web Address | www.futurepw.com.au |
Whichever lodgement method you choose to lodge your complaint, please provide us with your full name, contact details and as many details as possible regarding your complaint.
If you are experiencing difficulties and need additional assistance/support in lodging your complaint, please contact our Complaints Officer, who will help you work through our complaints process.
How will we treat your complaint?
When we receive your complaint, we will:
- acknowledge your complaint within one business day of receipt or as soon as reasonably practicable;
- assess and investigate the matter(s) raised in your complaint;
- keep you informed of the progress of your complaint at key stages of the complaints handling process; and
- provide you with a written response that will explain our investigation, decision, and reasons for our decisions once our investigation is complete.
How to access and contact AFCA?
Future Private Wealth Pty Ltd is a member of AFCA. AFCA is a dispute resolution scheme available to consumers. If we have not resolved your complaint to your satisfaction or issued you with a delay notification, you can lodge your complaint with AFCA.
AFCA contact details:
Postal Address: GPO Box 3, Melbourne, VIC, 3001
Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
Email: info@afca.org.au
Web Address: www.afca.org.au