How to make a complaint
We want to give our clients the best experience, so if you’re unsatisfied in any way we’d like you to tell us about it.
We’ll take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also and provide us with reasonable assistance during the process.
Our complaints process
Collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation.
Get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy, which will be made available on request or you can find it here https://smithmccarthywilson.com.au/privacy/
The best way to contact us is by telephone at 03 5622 1477 or email at reception@smwadvisors.com.au
You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint. If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or financial counsellor.
We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away.
How long will the process take?
We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.
Some complaints require more investigation. If this happens with your complaint, we’ll give you a written response within 30 days of receiving your complaint. We’ll also keep you informed of our progress.
If we can’t resolve your complaint within 30 days, we’ll get in touch to explain why and let you know how to contact the Australian Financial Complaints Authority (AFCA).
What happens if you’re not happy with our response?
We provide financial services under the licence held by SMW Advisory Pty Ltd ABN 65 662 809 752 AFSL No. 544311. As a financial services business, SMW Advisory is required to be a member of AFCA, which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.
Australian Financial Complaints Authority (AFCA)
GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
If your complaint is about privacy, you should contact The Office of the Australian Information Commissioner.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Website: oaic.gov.au
Phone: 1300 363 992
The information on this website contains general advice and is provided by Smith McCarthy Wilson ABN 97 794 126 243 Authorised Representative No. 268633 of SMW Advisory Pty Ltd AFSL No. 544311. That advice has been prepared without taking your personal objectives, financial situation or needs into account. Before acting on this general advice, you should consider the appropriateness of it having regard to your personal objectives, financial situation and needs. You should obtain and read the Product Disclosure Statement (PDS) before making any decision to acquire any financial product referred to on this website.
Please refer to our FSG (available at https://smithmccarthywilson.com.au/wp-content/uploads/2023/08/Financial-Services-Guide-FSG-Ver-4.pdf) for contact information and information about remuneration and associations with product issuers.
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