Our Complaint Handling Policy
At Principal Edge, delivering exceptional service to our clients is at the heart of everything we do.
We also understand that from time-to-time, you might be dissatisfied with how we are delivering on our service promise, or how we are meeting your expectations. We take any complaints or concerns you may have very seriously, and if you are not happy, we want to hear about it.
Effective handling of complaints and concerns improves your experience, but it also helps us understand how we can do things better to meet your needs.
This Policy explains the process for lodging a complaint and what you can expect from us. There is no cost to you for lodging a complaint with us.
Please note that this Policy applies to retail client complaints – a retail client is any individual or small business that we provide financial services to.
For any client who is not a retail client, you may still raise a complaint with us in the same way, but please be aware that the maximum time to respond rules and access to AFCA are not applicable to any person who is not a retail client.
How to make a complaint
Online
You can send a complaint by email to: enquiry@principaledge.com.au
By phone
You can contact your Financial Adviser directly, or if you prefer, contact our Complaints Officer on +61 2 9363 2900.
In writing
You can write to us at:
Complaints Officer
Principal Edge Financial Services
Level 3, Suite 3.4
Pallas House
30-36 Bay Street
Double Bay NSW 2028
Assistance in lodging your complaint
We want to ensure our complaint handling process is accessible for all our retail clients and are committed to working with you to discuss and resolve your complaint through your preferred method of communication where possible.
Please contact us if you need any support.
Our principles
Our purpose and philosophy guide our actions, and form part of our Code of Conduct which sets out what we expect of all of people.
We will act fairly, honestly and reasonably in our dealings with you. We will work with you to find common ground and resolve any concerns or complaint you have.
Principal Edge is required to meet the Financial Adviser Standards and Ethics Authority (FASEA) Code of Ethics as a participant member of the financial advice industry. The FASEA Code sets standards for ethics, client care, quality of processes and professional commitment of each financial adviser and licensee across the industry. You can find out more about the Code of Ethics here.
How we will deal with complaints
We have a dedicated person to manage and address complaint issues to ensure they are dealt with promptly and appropriately.
Our aim is to resolve complaints as quickly as possible. If we can’t resolve your complaint immediately, we will acknowledge the complaint within one business day and resolve it as quickly as we can. We will keep you informed of the progress of your complaint until you receive our final response.
We’ll investigate your complaint thoroughly to determine the details and cause of the complaint. We’ll seek to understand your concerns fully, reviewing the facts of the matter and identifying an appropriate resolution.
Our response to your complaint
We’ll inform you of the final outcome of your complaint within the timeframes provided below. A response and/or outcome to a complaint may be provided verbally or in writing.
We will provide a full explanation of our findings, including how we arrived at our conclusion, in our final outcome response. Where we determine Principal Edge is at fault, we’ll apologise for any inconvenience caused and we’ll endeavour to restore you to the position you would have been in but for our mistake or error.
We’ll also provide details of the external dispute resolution body should you wish to have our decision reviewed independently.
When you can expect a response
We aim to respond to and resolve your complaint as quickly as possible. The table below provides the maximum timeframes allowable to us in resolving complaints, from the date we receive your complaint.
In rare situations of high complexity, these timeframes may be waived, however we will communicate that to you and continue to update you on progress.
| Complaint category | Maximum response time |
|---|---|
| Standard complaints | 30 calendar days |
| Traditional trustee complaints (MIS, IDPS, MDA and SMA products) | 45 calendar days |
| Superannuation complaints (excluding death benefit nominations) | 45 calendar days |
| Superannuation complaints about death benefit nominations | 90 calendar days |
What to do if you are not satisfied with our response
If you have raised your concerns with us, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, you can request to have your matter reviewed by the Australian Financial Complaints Authority (AFCA).
AFCA provides a free, independent complaint resolution service specific to the financial services industry for retail and small business client complaints.
Please be aware that AFCA is bound by certain rules, and your complaint may or may not be within its jurisdiction.
You can contact AFCA directly via:
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call within Australia)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001