InvestSMART Financial Services Pty Ltd holds an Australian Financial Services Licence (AFSL # 226435) issued by the Australian Securities and Investments Commission (ASIC - More information) and is a member of the Financial Ombudsman Service (membership #10433), an external complaints resolution scheme.
The Dispute Resolution Officer reports to the General Manager and is primarily responsible for supervising complaints received from clients.
If you want to lodge a complaint to the Dispute Resolution Officer it must be in writing. Once received, we will reply to you within seven business days to let you know that we have received your complaint.
Within 30 business days of receipt of your notice of dispute (or, if you agree, up to 90 days) we will finalise our investigation and write to let you know the result of our review. If you are not satisfied with the result, you can refer the matter to the General Manager within 30 business days. The General Manager will meet with you to consider the dispute. You are entitled to be present at the meeting with or without legal representation and to be heard either in person or through your legal representative.
After hearing your complaint, the General Manager will have a maximum of 14 business days to consider your complaint and either accept, reject or resolve the dispute. The General Manager will notify you within 21 business days of the hearing of their decision.
If you are dissatisfied with the determination of the General Manager, you can refer the complaint to the Dispute Resolution Service provided by the Financial Industry Complaint Service.