We take complaints seriously and view them as an opportunity to improve our services

Complaints Policy

Overview

At Terrabella Wealth, we are committed to providing high-quality financial services and advice. We take complaints seriously and view them as an opportunity to improve our services. This policy outlines how you can make a complaint, how we handle complaints, and what to do if you are not satisfied with our response.

We follow the requirements set out in the ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98, and maintain a customer-first approach. While we respect your right to make a complaint, we ask that you treat our staff with courtesy and respect throughout the process.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about us—related to our products, services, staff, or the handling of a previous complaint—where a response or resolution is expected or legally required.

How to make a complaint

You can lodge a complaint using any of the following methods:

Phone: [Insert Terrabella contact number]
Email: [Insert Terrabella contact email]
Post: [Insert Terrabella postal address]
Or contact your financial adviser directly.

When making your complaint, please include:

Your name
Preferred contact method (e.g., phone, email)
A description of your complaint
The outcome you are seeking

Need help making a complaint?

You may appoint a representative (e.g. a friend or relative) to help you make or manage your complaint. Please note we require your written authority to deal with them on your behalf.

What happens after you lodge your complaint

Acknowledgement
We will acknowledge your complaint within 24 hours or as soon as practicable—whether you lodge it by phone, email, or post.
Investigation
We will investigate your concerns thoroughly. We may request additional information to assist in this process.
Our response (IDR Response)
If we can’t resolve your complaint within 5 business days, or if you request it, we will provide a written outcome (“IDR Response”) within 30 calendar days of receiving your complaint.

Our response will include:

A summary of your concerns and how we investigated them
The outcome and reasons for our decision
Details about your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA)

We may not issue a written response if:

Your complaint is resolved within 5 business days to your satisfaction and no IDR Response is requested
We have already provided an explanation or apology and cannot take further reasonable action

Delays

If unforeseen circumstances delay our response, we’ll notify you in writing, explain the reasons, and inform you of your right to escalate the matter to AFCA.

Escalating your complaint

If you’re not satisfied with our resolution, you can contact the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3, Melbourne VIC 3001

Terrabella Wealth is a member of this external dispute resolution scheme.