Complaints

Welcome

At GI Advisers, we know how important financial advice is in providing you with peace of mind, and want to thank you for considering an engagement with your adviser to assist you in identifying and achieving your needs and objectives

As part of our commitment to quality of service, we have prepared this below Financial Services Guide to provide an overview of our Australian services and value proposition. Please take the time to review this document before engaging our services.

FINANCIAL SERVICES GUIDE

What should you do if you have a complaint?

If you have a complaint or concern regarding the financial planning services provided to you by your financial adviser, which has not been satisfactorily resolved by your adviser within 5 days, we encourage you to take the following steps:

Contact our Brisbane-based Complaints Manager on +61 7 3608 6888, or alternatively you can send an email detailing your concerns to compliance@sentinelpw.com.au.

Upon lodgement of a complaint, you will receive an acknowledgement of receipt and an indication of the time frame in which SPW will respond to the complaint. For Financial Planning related complaints, SPW has 45 days following the lodgement date to notify you of its decision with relation to the complaint. If the complaint is not resolved within the time frame set above, following the lodgement of the initial complaint date, the Complaints Manager will inform you of the reasons for the delay.

If your complaint is not resolved to your satisfaction you have the right to refer the matter to the Financial Ombudsman Service (FOS). As a condition of licensing, SPW is required to be a member of an external dispute resolution body.

Financial Ombudsman Service
GPO Box 3 │ Melbourne VIC 3001
p: 1300 780 808 | e: info@fos.org.au │ w: www.fos.org.au

  • 89 McLachlan Street, Fortitude Valley QLD
  • advice@giadvisers.com.au
  • 0732083785

Monday – Thursday: 10am – 7pm

Friday: (9am – 5pm)

Saturday & Sunday: By Appointment

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