Complaints Policy
Advisory Circle Pty Ltd is committed to handling complaints fairly, efficiently and in a timely manner in accordance with our obligations under the Corporations Act 2001 and ASIC Regulatory Guide 271.
Last updated: May 2026 · AFSL 513052 · ABN 21 629 143 460
1. Our Commitment
Advisory Circle Pty Ltd (ABN 21 629 143 460, AFSL 513052) takes all complaints seriously. We are committed to resolving complaints in a fair, transparent and timely manner, and to using feedback to continuously improve our services.
This policy applies to all complaints received by Advisory Circle and its Authorised Representatives in connection with the financial services we provide.
2. 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 complaint, where a response or resolution is explicitly or implicitly expected or legally required.
3. How to Lodge a Complaint
You may lodge a complaint with us by any of the following methods:
Advisory Circle Pty Ltd
Level 3/Suite 33, 6 Meridian Place
Bella Vista NSW 2153
Please provide your name, contact details, a description of your complaint and any relevant supporting documentation when lodging your complaint.
4. How We Handle Your Complaint
Acknowledgement
We will acknowledge receipt of your complaint within 1 business day of receiving it.
Investigation
We will investigate your complaint thoroughly and impartially, gathering all relevant information.
Resolution
We aim to resolve complaints within 30 calendar days. For complex matters, we will keep you informed of progress and provide a final response within 45 calendar days.
Outcome
We will provide you with a written response outlining the outcome of our investigation and any remedies offered.
5. If You Are Not Satisfied
If you are not satisfied with our response, or if we have not resolved your complaint within the timeframes above, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority (AFCA)
6. ASIC
You may also contact the Australian Securities and Investments Commission (ASIC) on 1300 300 630 or via www.asic.gov.au to make a complaint or obtain information about your rights.
7. Confidentiality
All complaints will be handled in strict confidence and in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Information collected during the complaints process will only be used for the purpose of resolving your complaint and improving our services.
8. Policy Review
This policy is reviewed annually or as required by changes in legislation or regulatory guidance. The current version is available on our website and upon request.
Lodge a Complaint
Questions?
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