Jamieson Private Wealth’s
Complaints Policy

About this policy

This policy applies to “Complaints “and describes management of “Complaints” through our internal dispute resolution process.

A “Complaint” is any expression of dissatisfaction made to or about JPW, related to our products or services, staff or the handling of a Complaint, where a response or resolution is explicitly or implicitly expected or legally required.

It includes Complaints made on our own social media platform, if the person making the Complaint is both identifiable and contactable.

A Complaint does not need to be communicated to us in writing.

How can I lodge a Complaint?

You may use a representative to lodge a Complaint on your behalf.

If you need additional assistance to lodge a Complaint, please contact us using any of the above methods. We can engage services, such as interpreters, to help.


What steps will you take to manage my Complaint?

  • We will acknowledge your Complaint within 24 hours (or one business day) of receiving it. If that is not practicable, we will do so as soon as practicable.

  • We will investigate your Complaint in a fair, equitable, objective and unbiased manner. We might ask for further information.

  • We will provide a final response in writing to your Complaint within 30 days after receiving it. If your Complaint is not standard, a different maximum timeframe applies. Our final response will inform you of the final outcome of your Complaint at internal dispute resolution. It will also inform you of your right to complain to the Australian Financial Complaints Authority (“AFCA”) if you are not satisfied with the outcome and provide contact details for AFCA.

  • Sometimes we may not have a reasonable opportunity to provide a final response within 30 days after receiving your Complaint because resolution of your Complaint is particularly complex or circumstances beyond our control are causing delays. If so, we will inform you in writing about the reasons for delay. We will also inform you of your right to complain to the Australian Financial Complaints Authority (“AFCA”)if you are dissatisfied and provide contact details for AFCA.

Your right to complain to AFCA

Jamieson Private Wealth is a member of AFCA. You have the right to pursue your Complaint with AFCA if you are not satisfied with the final outcome of your Complaint, our handling of it or your Complaint is not resolved by the time we are meant to provide a final response. AFCA can be contacted by:

  • Post:
    GPO Box 3, Melbourne, Victoria, 3001

  • Email: info@afca.org.au

  • Phone: 1800 931 678