How to address your concerns or lodge complaints.
Complaints Handling Process
At Wellcamp Private Wealth, we are committed to delivering exceptional service and ensuring client satisfaction. However, we understand that issues may arise, and we take complaints seriously.
Our complaint handling process is designed to give a fair, transparent, and efficient resolution. We encourage you to reach out to us if you have any concerns about our products, services or practices.
How to Lodge a Complaint
If you have a complaint, you can contact us through any of the following methods:
- Email: complaints@wellcamp-wealth.com.au
- Phone: +61 3 0000 0000 (Monday to Friday, 9 am to 5 pm AEST)
Please provide as much detail as possible, including your name, contact information, account details (if applicable), and a description of your concern.
Our Response Process
Once we receive your complaint, we will acknowledge it within five business days. Our team will then conduct a thorough investigation to understand the issue and determine an appropriate resolution.
We aim to resolve complaints, typically within 30 calendar days. If additional time is required, we will keep you informed about the progress and expected timeframe.
If your complaint involves a particularly complex matter, we may request additional information to ensure we address your concerns comprehensively.
External Resolution Options
If you are not satisfied with our response or resolution, you may escalate your complaint to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution body.
AFCA Contact Details
- Website: www.afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: PO Box 3, Melbourne, VIC 3001
AFCA is available to assist with complaints related to financial services and products. We encourage you to contact them if needed, but we recommend giving us the opportunity to address your concerns first.
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