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Complaint resolution

If you have any complaints about the service provided to you, you should take the following steps.

Contact us and tell us about your complaint.

If you adviser has not satisfactorily resolve your complaint within 3 days, please contact our Complaint Resolutions team at the following address:

Complaint Resolutions Manager
Godfrey Pembroke Limited
PO Box 1086
NORTH SYDNEY NSW 2059

Please mark the envelope “Notice of Complaint”.

If your concerns haven’t been resolved to your satisfaction you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):

Website: afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

AFCA provides fair and independent financial services complaint resolution that’s free to consumers.

Time limits may apply to lodge a complaint with AFCA, so you should act promptly. You can check the AFCA website to find out if a time limit applies or when the time limit relevant to your circumstances expires.

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Get in touch

P: (07) 3871 1671
F: (07) 3367 0749
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Our locations

Suite 4, Level 1
165 Moggill Road
Taringa QLD 4068

Suite 5C,
138 Margaret Street
Toowoomba QLD 4350

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Portfolio Professionals Over 20 years experience in financial advice.
Authorised Representatives of Godfrey Pembroke Limited ABN 23 002 336 254, Australian Financial Services Licensee,
Registered Office 105-153 Miller Street,
North Sydney NSW 2060.
A member of the National Australia group of companies.