Internal Dispute Resolution
This document outlines the Internal Dispute Resolution process for BGPW and BGPW advisers. It includes details of how you can make a complaint, our procedures for dealing with your complaint, and the measures you can take if you are not satisfied with either our response or the time taken to respond, including how the complaint can be escalated to an external dispute resolution service.
Do you have a complaint?
If you are dissatisfied with the advice or service received as a client of Baiocchi Griffin Private Wealth, you are entitled to make a complaint. It is our goal to have any complaint resolved in a time efficient manner, and with an outcome that is to your satisfaction.
How can you make your complaint?
If you have a complaint, we ask that you contact us via mail, email or phone, and provide information including your name, what your complaint is about, and what you are seeking to resolve your complaint. In most cases, we will respond to you via the same method of communication which your contact was made.
Our contact details are as follows:
Complaints Resolution Manger
PO BOX 590
TAMWORTH NSW 2340
(02) 6766 9000
How we will deal with your complaint
We will acknowledge your complaint within 24 hours of receiving it. Acknowledgment of your complaint will be made via the same communication method in which your complaint was made, unless you have specified your preference for an alternative method.
We will then investigate the circumstances that led to your dissatisfaction. As part of this process, we may contact you to request further information to assist with our investigations.
If we have provided you with an explanation and/or apology, and we can take no further action to reasonably address your complaint, or the complaint has been resolved to your satisfaction by the end of the 5th business day after your complaint was received, and you did not request a response in writing, the matter will be taken to be resolved. We are not bound to provide our IDR response in writing to you, though this may occur depending upon the nature of your complaint.
Should the matter not be deemed as resolved, within 30 days of receipt of your complaint, you will receive an IDR response informing you of the outcome of your complaint, which may range from confirmation of full resolution of your complaint to partial or full rejection of your complaint. The IDR response will also include details on your right to escalate the complaint, and how this can be done.
If a response cannot be made within the required timeframe due to matters outside of our control or due to it being complex in nature, we will provide you with a written ‘Delay Notification’ listing out the reasons why our response will be delayed and give you an indication of when a further response will be made.
Escalating your complaint:
If you are not satisfied with our response, you can escalate your complaint. We are required to be a member of an external dispute resolution scheme, and accordingly, we are a member of the Australian Financial Complaints Authority (membership number: 30924). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
You can contact AFCA by:
Australian Financial Complaints Authority
GPO BOX 3
MELBOURNE VIC 3001
1800 931 678 (free call)