COMPLAINTS POLICY

Complaints policy

A complaint is an expression of dissatisfaction directed to or about us concerning our products, services, staff, or the handling of a previous complaint. It requires a response or resolution, either explicitly, implicitly, or as mandated by law.

What to do if I have a Complaint

We follow the ‘client first’ principle and pride ourselves on the quality of our service; however, even with the best of intentions, there is the possibility of disagreement or dispute with you about our services.

If you have any complaint about the services provided to you, we want you to tell us as soon as you can, and we will endeavour to resolve it as quickly as possible.

If at any time you have any complaint about the services provided to you, you should take the following steps: 

1. Please first contact your financial adviser and discuss your concern.

2. They will acknowledge your complaint within 24 hours or as soon as possible after lodging this complaint.

3. Hopefully, your financial adviser will be able to rectify the problem. If for any reason your concern is not resolved to your satisfaction within five business days, you should write a letter or email setting out the problem to us at the following address:

The Senior Compliance Manager
Nextplan Financial Pty Ltd
Suite 208 92 Maroondah Highway VIC 3134
mail: compliance@nextplan.com.au

4. Nextplan will investigate and seek to resolve your complaint within 30 days from when we receive the notification.

5. If, after 30 days, we have been unable to resolve your complaint to your satisfaction, you may address your complaint to the Australian

Financial Complaints Authority at the following address:

Australian Financial Complaints Authority 
GPO Box 3 
Melbourne Vic 3001 
Ph: 1800 931 678 
Email: info@afca.org.au

Additionally, ASIC has an information line on 1300 300 630 which you may use to obtain information about your rights and to make a complaint.