Complaints Policy

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At Bespoke Wealth, we are committed to providing quality advice and services. We value your feedback and want you to feel comfortable raising any concerns or complaints with us.

We promise to listen to you and work with you to achieve a timely, fair, and reasonable outcome. 

This Complaints Policy explains:

• What you should do and what you can expect if you express dissatisfaction with us, our staff, the products we advise on, our services, or our complaints handling process
• How we provide a free and accessible service that encourages your feedback and supports you in communicating with us
• How long it generally takes to investigate and respond to complaints
• How we keep you informed throughout the complaint resolution process
• Your right to seek an external review of our decision at any time

We encourage you to first raise your feedback, concern, or complaint with the person you feel most comfortable speaking to. This may be your financial adviser. Alternatively, you may contact our Complaints Officer using any of the following methods:

• Email: admin@bespokewealth.com.au
• In person: Suite 6, Level 12 350 Collins Street, Melbourne VIC 3000
• Mail: Suite 6, Level 12 350 Collins Street, Melbourne VIC 3000

You may also choose to appoint someone else to act on your behalf, such as a friend or family member, legal representative, or financial counsellor. If you do so, please authorise them to communicate with us regarding your complaint.

If you have any special needs or require additional support, please let us know. Our complaints process, and any support required to access it, is provided free of charge.

We aim to acknowledge and resolve your complaint as quickly as possible and, where feasible, within 30 calendar days (or sooner in cases of financial hardship).

If your complaint requires investigation, we will work with you during this period and keep you informed of our progress.

If your complaint cannot be resolved within 5 business days, we will provide you with a written response outlining the outcome and our reasons.

If your complaint is complex or circumstances beyond our control prevent us from providing an outcome within 30 days, we will write to you within that timeframe to explain the delay and provide an expected date for resolution that is fair and reasonable.

If you are not satisfied with our response, or if your complaint is not resolved within 30 calendar days, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time.

AFCA is an ASIC‑approved external dispute resolution scheme that provides a free, fair, and independent service for consumers.

Australian Financial Complaints Authority Limited (AFCA)

• Phone: 1800 931 678
• Hours: 9:00am–5:00pm AEST/AEDT, Monday to Friday
• Mail: GPO Box 3, Melbourne VIC 3001
• Website: www.afca.org.au
• Email: info@afca.org.au
• Fax: (03) 9613 6399