Complaints
GCFA is committed to resolving complaints fairly, promptly and transparently. If you are dissatisfied with any aspect of our service or advice, we want to hear from you. This page explains how to make a complaint and what happens after you do.
Step 1 — Contact GCFA Directly
Contact us by phone, email or in writing. Provide your name, a description of your concern, and the outcome you are seeking. We acknowledge all complaints within one business day and aim to provide a substantive response within 30 days.
Phone: 07 5655 6194 Email: email hidden; JavaScript is required Post: Suite 5, 64 Siganto Drive, Helensvale QLD 4212
Step 2 — Internal Review
If your complaint is not resolved at first contact it will be escalated for internal review. A senior GCFA team member reviews the complaint, the advice file and relevant correspondence, and provides a written response setting out our position and any remedial action we will take.
Step 3 — External Dispute Resolution (AFCA)
If you remain unsatisfied after internal review — or if we have not resolved your complaint within 30 days — you have the right to refer it to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme covering financial advice, insurance, superannuation and other financial services.
AFCA: afca.org.au | Phone: 1800 931 678 | GPO Box 3, Melbourne VIC 3001
Reporting Concerns to ASIC
You may also report concerns about GCFA or our advisers to the Australian Securities and Investments Commission (ASIC) at asic.gov.au or 1300 300 630. ASIC does not resolve individual disputes but investigates conduct that may breach financial services law.
How long does GCFA have to respond to my complaint?
We acknowledge within one business day and aim to resolve within 30 days. If we need more time we will advise you and explain the reason.
Is AFCA free to use?
Yes. AFCA is a free service for consumers. There is no charge to lodge a complaint or have AFCA investigate and determine your matter.
What can AFCA consider?
AFCA can consider complaints about financial advice, insurance claims handling (including declined claims), superannuation trustee decisions and other financial services matters. AFCA’s terms of reference set out the full scope of matters it can and cannot consider.
What if I believe my adviser breached professional obligations?
You can report concerns to ASIC, which regulates financial advisers. You can also raise the matter with AFCA if the conduct caused you financial loss. GCFA cooperates fully with any regulatory inquiry.
What AFCA Can Consider
AFCA can consider complaints about personal financial advice (including whether advice was appropriate for your circumstances), insurance claims handling (including declined claims), superannuation trustee decisions, and other financial services matters. AFCA has the power to require remediation where it finds in a complainant’s favour. The AFCA determination process is independent of both the licensee and ASIC, and its determinations are binding on financial services providers that accept AFCA’s terms.
Before escalating to AFCA, many complaints are resolved through GCFA’s internal review process. GCFA takes complaints seriously — a complaint is an opportunity to identify where our service or advice fell short and to make it right. We would rather resolve a legitimate concern directly than have it escalate to an external body. Contact us on 07 5655 6194 or email hidden; JavaScript is required.
How long does GCFA have to respond to my complaint?
We acknowledge complaints within one business day and aim to resolve them within 30 days. If we need more time to investigate a complex matter we will advise you of this and explain the reason.
Is AFCA free?
Yes. AFCA is completely free for consumers. There is no charge to lodge a complaint or have AFCA investigate and determine your matter.
What if I disagree with AFCA’s determination?
AFCA’s determinations are binding on the financial services provider if you accept them. If you are not satisfied with AFCA’s determination you retain the right to pursue the matter through the courts, though this involves cost and delay that AFCA is designed to avoid.
Timeframes and What to Expect
We acknowledge all complaints within one business day. We aim to resolve complaints within 30 days. If we require more time we will advise you of this in writing and explain the reason for the delay. If your complaint has not been resolved within 45 days you have the right to refer it to AFCA without waiting for our internal process to conclude. GCFA cooperates fully with AFCA investigations and provides requested documentation promptly.
Financial services complaints can be stressful, particularly when they involve insurance claims or advice that resulted in financial loss. GCFA takes every complaint seriously and treats the process as an opportunity to identify where our service fell short. We will not be defensive about a legitimate concern — we would rather acknowledge an error, explain what happened and make it right than have a client feel they need to escalate to an external body to be heard. Call 07 5655 6194 or email email hidden; JavaScript is required to lodge a complaint or to discuss a concern informally before lodging a formal complaint.
For urgent complaints matters, please call GCFA directly on 07 5655 6194. For matters relating to claims that are actively in progress, please contact us by phone rather than email so we can act on your concern immediately without delay.