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Complaints Policy

Complaints Policy

We are committed to providing quality advice and services and ensuring that you are comfortable approaching us with any feedback, concerns or complaints.

We will listen to you and work with you towards a timely, fair and reasonable solution.

Our complaints policy below explains:

  • What you should do and what you can expect if you express dissatisfaction with us, our staff, the products we advise on, our services, and/or this complaints handling process.
  • How we provide a free service that openly invites your views and supports you in communicating with us.
  • How long it generally takes to investigate your concerns.
  • How we keep you updated about our process aimed at resolving your concerns.
  • Your right to an external review of our decision at any time.


We encourage you to first communicate to the person you fell most comfortable with regarding any feedback, concerns or complaints. This person may be your financial adviser and/or you may prefer to contact our Complaints Officer:

Phone: 02 9223 3822

9:00am–5:00pm AEST/AEDT weekdays


In writing/person: We are currently working remotely and our offices are unattended, please direct all enquiries to:                                 

Fulcrum Wealth

PO Box 728

Rose Bay NSW 2029

You may also prefer to appoint someone else to manage your complaint on your behalf, for example, a friend or family member, a legal representative, or financial counsellor, who you can authorise to talk to us on your behalf.

Please let us know if you have any special needs or require additional support.  Our complaints process and any support you might need to communicate with us or access to our complaints process is provided free of charge.

Ideally, we will seek to acknowledge and resolve your feedback, concerns or complaints as soon as possible and within 30 days (or less in hardship cases). Where we need to investigate and explore how best to resolve your concerns, we will work with you over this period and keep you updated on the progress of your complaint.

Where our investigation takes longer than 5 business days to resolve your complaint to your satisfaction, we will provide you a written outcome to your complaint, explaining our reasoning.

Where your complaint is complex or circumstances arise outside of our control, we may not be able to provide you an outcome within 30 days. Instead, we will explain in writing our reasons within 30 days and outline a fair and reasonable expected date of when we can provide an outcome to your complaint.

If you are not satisfied with the response you receive or your complaint is not resolved within 30 calendar days, you have the right to contact the Australian Financial Complaints Authority (AFCA).

AFCA is an ASIC-approved external dispute resolution body and provides fair and independent financial services complaint resolution free to consumers.


Australian Financial Complaints Authority Limited 

Toll Free Number    1800 931 678

9:00am–5:00pm AEST/AEDT weekdays

In Writing                  GPO Box 3, Melbourne VIC 3001
(03) 9613 6399