We are committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms for our clients. If you have a complaint about any of our Advice Services, you should take the following steps.
Contact your Merit Wealth Representative:
In the first instance please contact the Merit Adviser or representative who provided you with the particular service and tell them about your complaint and they will try to resolve your complaint quickly and fairly.
Internal Dispute Resolution:
If you have raised your concern with a Merit Wealth Adviser or representative and the matter has not been resolved to your satisfaction, our Dispute Resolution Department can assist. There are three ways you can lodge your complaint:
Call 1300 785 611
In writing (by mail):
Mail your written complaint to:
Merit Wealth Pty Ltd
Level 15, 115 Pitt Street, Sydney, NSW 2001
By email: firstname.lastname@example.org
Once you have contacted Merit Wealth, we will begin the process of investigating and resolving your complaint. Merit Wealth will endeavour to resolve your complaint quickly and fairly, generally within 5 business days. However, some complaints do take more time than others. We expect to resolve all complaints within 30 days. If we do not resolve your complaint within 30 days we will advise you of the reasons for the delay, your right to contact the Australian Financial Complaints Authority (AFCA) if you are dissatisfied, as well as AFCA’s contact details.
External Dispute Resolution
If you do not feel your complaint has been resolved in a satisfactory manner, or if you have not received a response after 30 days, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
AFCA* accepts complaints in regards to either:
a financial planning or advice matter;
a credit assistance matter; or
a superannuation matter
AFCA can be contacted by one of the following alternatives –
By telephone: 1800 931 678 (free call)
In writing (by mail): Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
By email: email@example.com
* Effective 1 November 2018 the AFCA scheme replaced the previous schemes managed by the Superannuation Complaints Tribunal (SCT), Financial Ombudsman Service Australia (FOS) and Credit and Investments Ombudsman (CIO).
The Australian Securities and Investments Commission (‘ASIC’) also has a free call Info line on 1300 300 630. You can call this number to make a complaint and to obtain further information about your rights.