Complaints Procedure
Principal Edge are committed to customer focused, effective and efficient complaint handling, so should you have a complaint about us we need to hear from you.
If you have a complaint about any financial service provided to you by your adviser, you should take the following steps:
Reporting your concern
If you have a complaint about any financial service provided to you by your adviser, you should take the following steps:
Phone – 02 936 2900
Email – enquiry@principaledge.com.au
Mail – Head of Compliance
Principal Edge Pty Ltd
Level 3, Pallas House, Suite 3.4
30-36 Bay Street
Double Bay NSW 2028
We will acknowledge receipt of a complaint immediately, however, where this is not possible, acknowledgement will be made as soon as practicable, normally within 24 hours.
We will then investigate the complaint and respond to you within 30 days. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.
If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Contact details for AFCA are:
Phone – 1800 931 678 (free of charge)
Email – info@afca.org.au
Mail – Australian Financial Complaints Authority
GPO BOX 3
MELBOURNE VIC 3001
Furthermore, ASIC has a free of charge information line on 1300 300 630, which you may use to obtain information about your rights and to make a complaint.