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.
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
In person
07 3063 5555
admin@panopticwealth.com.au
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
In person
You can also raise a complaint in person with any of our advisers.
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 mange 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.