How to make a complaint
We want to give our clients the best experience, so if you are unsatisfied in any way we would like you to tell us about it.
We will 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
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Collect any documents or records that relate to your complaint, including information on any relevant times, dates, and names that could assist our investigation.
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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 available on www.luxfinancialplanning.com.au.
The best way to contact us is by telephone on 07 5209 1014 or by email at steve@seewealth.net.au.
You can also make an anonymous complaint, but this may 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 a financial counsellor.
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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 cannot give you an answer immediately, we will aim to get back to you within 5 business days.
Some complaints require more investigation. If this happens, we will provide you with a written response within 30 days of receiving your complaint. We will also keep you informed of our progress.
If we cannot resolve your complaint within 30 days, we will contact you to explain why and let you know how to contact the Australian Financial Complaints Authority.
What happens if you are not happy with our response?
We provide financial services under the licence held by ARC Assets Pty Ltd ABN 38 675 134 148 AFSL No. 556732.
As a financial services business, ARC Assets is required to be a member of the Australian Financial Complaints Authority, which provides free external dispute resolution services to consumers.
If you are not happy with our response, you can refer your complaint to AFCA.
Australian Financial Complaints Authority
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