Public Complaints Policy

MBA Wealth Solutions is committed to ensuring that anyone using our services has the right to lodge a complaint and to have their concerns addressed. We value your feedback and are committed to resolving your issues in a fair, timely and efficient manner.

This policy covers service and advice related complaints i.e. complaints about the way we conduct ourselves or the advice and/or services or our staff have provided or failed to provide to you, including where a you allege to have suffered a financial disadvantage.

If you are unhappy with the services provided, please follow the steps outlined below:

1. You should first contact your financial adviser who provided the service to you.

2. If your complaint is not satisfactorily resolved by your adviser within five business days, or you prefer not to contact them directly, you can make a complaint through our internal dispute resolution process. Please contact the Complaints Officer of MBA Wealth Solutions or put your complaint in writing and send it to us addressed to:

Complaints Officer
MBA Wealth Solutions
PO Box 1496
BATHURST NSW 2795

We will acknowledge your complaint within 1 business day and provide a final response within 30 days.

3. If we are unable to reach a satisfactory resolution of your complaint within 30 days or you are not satisfied with our handling of your complaint or our decision, you may contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent body established to provide free advice and assistance to consumers to help them to resolve certain types of complaints against financial services businesses.

AFCA may be able to assist you to resolve your complaint, but only if you are not satisfied with the response received from our handling of your complaint. If AFCA accepts your complaint, it will attempt to resolve the matter through conciliation, which involves assisting you and us to come to a mutual agreement. If conciliation is unsuccessful, the complaint is referred to an independent adjudicator for a determination that is binding on the financial services provider, should you accept.

4. You can also contact the adviser’s industry association and/or professional body regarding your issue. Check ASIC’s financial advisers register to see which associations or professional bodies the adviser belongs to.

5. You can also make a complaint to the industry regulator, the Australian Securities & Investments Commission (ASIC) on their Freecall Infoline, 1300 300 630 or visit the website www.asic.gov.au.

There is no charge to you for accessing the services offered by the above organisations.

We value your support and appreciate any feedback that will help us meet your expectations and needs, even if it is not in the form of a complaint.