At Venture Wealth, we are committed to providing high-quality financial advice. However, if you feel we have fallen short of your expectations, we want to hear from you. We treat every complaint seriously and view it as an opportunity to improve our service.
How to Lodge a Complaint
You can lodge a complaint with us free of charge through any of the following channels:
- Phone: [Insert Phone Number]
- Email: [Insert Email Address]
- Mail: [Insert Business Address]
- In Person: Speak directly with your adviser or our management team.
What Information to Provide
To help us resolve your concern quickly, please include:
- Your full name and contact details.
- A clear description of your concern or the service provided.
- The outcome you are seeking (e.g., an explanation, an apology, or a specific remedy).
Our Internal Dispute Resolution (IDR) Process
Once we receive your complaint, we follow a strictly regulated three-step process:
- Acknowledgment: We will acknowledge your complaint within 24 hours (or one business day) of receiving it.
- Investigation: We will conduct an impartial review of the matter. We may contact you for further information or clarification during this time.
- Final Response: We aim to provide a written "IDR Response" as quickly as possible. Under ASIC regulations, we must provide this within 30 calendar days of receiving your complaint. This response will outline our findings and any actions we intend to take.
If You Are Not Satisfied (External Dispute Resolution)
If we are unable to resolve your complaint to your satisfaction within 30 days, or if you are unhappy with our final response, you have the right to refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001