HOME | COMPLAINTS POLICY
We provide financial services under the AFS Licence held by PMCG Pty Ltd ABN 17 101 690 028 | AFSL No. 281846
How to Make a Complaint
Our goal is to provide every client with excellent service. If we have fallen short of that standard in any way, we want to hear from you
We are committed to taking your feedback seriously and to resolving your complaint in a respectful, fair and timely manner. We ask that you also treat our staff with respect and provide reasonable assistance throughout the process.
Our Complaints Process
Step 1 | Gather your information
Before contacting us, it helps to collect any documents or records relevant to your complaint, including notes on key dates, times and the names of any people involved
Step 2 | Contact us
Get in touch and tell us what happened, what went wrong, and how you think the matter could be fairly resolved. The easiest ways to reach us are:
Phone: (02) 9119 3696
Email: info@mcgwealth.com.au
A few things to note:
- You may be asked to provide personal information (such as your name and contact details) so we can investigate your complaint. Any personal information you provide will be handled in accordance with our Privacy Policy.
- You may make an anonymous complaint, though this may limit our ability to investigate and resolve the matter fully.
- You are welcome to authorise someone to act on your behalf — for example, a family member, friend, legal representative or financial counsellor.
Step 3 | We investigate and respond
We will acknowledge your complaint promptly and work to resolve it as quickly as possible, in many cases, straight away.
How Long Will It Take?
We aim to resolve all complaints as quickly as possible. If we cannot provide an answer immediately, we will respond within 5 business days. Some complaints require more detailed investigation. In those cases, we will provide a written response within 30 days of receiving your complaint, and we will keep you informed of our progress along the way. If we are unable to resolve your complaint within 30 days, we will contact you to explain why and to provide you with information about how to escalate the matter to the Australian Financial Complaints Authority (AFCA).
What If You Are Not Satisfied With Our Response?
As an Australian Financial Services Licensee, PMCG Pty Ltd is a member of the Australian Financial Complaints Authority (AFCA), which provides free and independent external dispute resolution services to consumers.
If you are not satisfied with our response, you may refer your complaint to AFCA:
Australian Financial Complaints Authority (AFCA)
Post: GPO Box 3, Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Privacy Complaints
If your complaint relates to privacy, you may also contact the Office of the Australian Information Commissioner (OAIC):
Office of the Australian Information Commissioner (OAIC)
Post: GPO Box 5218, Sydney NSW 2001
Website: oaic.gov.au
Phone: 1300 363 992
Policy updated March 2026