Complaints Process
Complaints Process
Section titled “Complaints Process”A professional advice practice should make it straightforward for a client to raise a concern, request clarification, or make a formal complaint.
This page sets out the practical complaints approach for the site’s first public version.
Start with the issue clearly
Section titled “Start with the issue clearly”If something is unclear or concerning, the first step is to explain:
- what happened,
- what outcome you are seeking,
- and any relevant dates, documents, or communication that help describe the issue properly.
Clear information makes fair handling easier.
What happens after a concern is raised
Section titled “What happens after a concern is raised”A proper complaints process should:
- acknowledge the issue,
- review the relevant communication and records,
- clarify whether the matter is an information query, service concern, or formal complaint,
- respond through the appropriate channel,
- and keep a record of the matter and the outcome.
Supporting records matter
Section titled “Supporting records matter”Advice, disclosure, implementation, and servicing records exist partly so concerns can be reviewed fairly if something needs to be checked later.
That means the right way to handle a complaint is through the documented process, not through guesswork or informal back-and-forth alone.
If a matter needs escalation
Section titled “If a matter needs escalation”Where a matter cannot be resolved informally, it should be escalated through the appropriate complaints and compliance route connected to the advisory and broker structure in use.
The exact escalation path may depend on the nature of the issue, the service involved, and the relevant provider or supporting broker context.