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Consumer Dispute Resolution
(Complaints) Policy

We acknowledge the importance of having an effective and efficient complaints handling framework which provides us with valuable client feedback. We adopt a client focused approach and are open to feedback.

A complaint is:

Any expression of dissatisfaction made to or about a business related to its products, services, staff or our handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.

If you have a complaint about any financial service provided to you by Panoptic Wealth Management, please contact us in any of the following ways:

Via Telephone

By Email

In Writing

07 3063 5555

admin@panopticwealth.com.au

Panoptic Wealth Management
GPO Box 2563
Brisbane QLD 4001

Via Telephone
07 3063 5555

By Email
admin@panopticwealth.com.au

In Writing
Panoptic Wealth Management
GPO Box 2563
Brisbane QLD 4001

When making your complaint, please provide us:

  • Your name.
  • How you wish us to contact you (for example, by phone, email etc).
  • What your complaint is about.
  • What you are seeking to resolve your complaint.

Do you need help to make your complaint?

If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.

We can also arrange an interpreter for you to help you make your complaint. If you require access to this document in another language, we can arrange for this to be translated into another language on your request.

What happens when you make a complaint?

Step 1 – We will acknowledge receipt of your complaint within 24 business hours of receipt and try to resolve it as quickly as possible.

Step 2 – If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. We may also request that you provide us with further information to assist with our investigation.

Step 3 – We will provide you with our written reasons for the outcome of your complaint. If your complaint is not resolved within 5 business days of us receiving your complaint, or if you request a written response, we will provide our written response within 30 calendar days after receiving your complaint.

Our written response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent dispute resolution for financial complaints to individuals and small businesses.

We are not required to provide you with a written response if:

  • Your complaint is resolved to your complete satisfaction within five business days, and you have not requested a written response; or
  • Within 5 (five) business days of receiving your complaint, we will give you an explanation and/or apology in circumstances where we cannot take any further action to address your complaint reasonably.

What happens if we reject your complaint?

If we reject your complaint (in whole or in part), our written response will also state:

  • Identify and address the issues you raised in your complaint; and
  • Set out our findings on the material questions of fact raised in your complaint, referring to the relevant supporting information; and
  • Provide a sufficient level of detail for you to understand the reasons for our decision so that you can decide whether to escalate your complaint to AFCA.

If an issue still needs to be resolved satisfactorily, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
In Writing: GPO Box 3
Melbourne VIC 3001

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Portfolio Management

Our PWM Managed Discretionary Account Service is a completely integrated investment management and administration service. Clients have a custom-built portfolio that comprises Australian and international equities, bonds and fixed interest, listed and unlisted property, cash, managed funds and alternate assets.

Our Investment Committee conducts rigorous screening and due diligence processes to ensure that our investments are appropriate. The Committee also reviews the asset allocation for our clients to ensure we achieve superior risk-adjusted returns for our clients over the long-term.

The asset allocation of your portfolio is the key determinant of performance, risk, and volatility over time. We work with you to define the appropriate asset allocation depending on your circumstances, risk profile, and financial position.

Find out more about our Managed Discretionary Account Service here.

  • Domestic equities
  • International equities
  • Fixed interest
  • Property
  • Managed funds
  • Cash & term deposits

Superannuation

If you’re ready to take control of your super, talk to Panoptic Wealth about our adaptable superannuation options.

We give you more power over your superannuation investment choices, with more control than traditional super funds.

When you choose Panoptic Wealth, your super is overseen by our Investment Committee. We will construct a portfolio that is best suited to your stage of life and which will look to achieve your goals whilst working or in retirement.

Share Advice

Panoptic Wealth offers access to both the domestic and the international share market.

At Panoptic Wealth, we believe that every investment made, whether it be large or small, is important and forms a basis to fulfil short-term or long-term investment objectives. What may be a minor investment for one investor, may be a large investment for another, so all investments are treated with the same prudence and diligence.

Our team will guide you through the process of creating and maintaining your share portfolio with sound, proven advice. We will assess your risk-return profile and build a share portfolio tailored to your investment objectives.

Support

You, our client are our number one priority, and that is why we pride ourselves at Panoptic Wealth in providing exceptional service. We want to help you simplify your finances, and make smart decisions based on the expertise that we provide.

Apart from the standard services above, we also provide the following Panoptic experience:
 
  • Online 24 hour, 7 day a week access to your individually managed portfolio.
  • Reporting and analysis of your portfolio against performance benchmarks.
  • Direct access to your portfolio manager.
  • Administration services – Collecting dividends/calculation of Franking Credits, corporate actions etc.
  • Yearly meetings with your Adviser.
  • Comprehensive reporting, including for tax purposes.

Family Succession

Every family is unique, yet they all face similar issues.

At Panoptic Wealth, we believe that family wealth should be a long-term plan. In addition to providing Total Wealth Management, no task is too sophisticated or too personal to delegate to your dedicated team of specialists.