Complaints

If you have a complaint about the service provided by us, you should:

1. Let us know your concerns. We value your feedback and the opportunity to improve our services. In the first instance, please let us know your concerns. Alternatively, you can email or write to us setting out details of your complaint to:

2. Outline the specific areas of service, which have not met your satisfaction. Detail in your letter, as simply as possible, all the facts relating to your complaint and how you believe we can investigate and resolve this matter to your satisfaction.

3. Fitzpatricks will investigate your compliant and will make every effort to ensure you receive a fair and prompt reply. Fitzpatricks will endeavour to resolve your complaint within 30 days. We will keep you informed of what is happening to your compliant if this investigation cannot be resolved within this time frame.

4. If you do not get a satisfactory outcome, you have the right to take the compliant to the Australian Financial Complaints Authority (AFCA).

Fitzpatricks is a member of the external complaint’s resolution scheme operated by AFCA. AFCA provides free advice and assistance to customers not satisfied with the responses provided by member companies to their complaints. AFCA may undertake an independence external investigation of the complaint or enquiry. Member companies like Fitzpatricks are bound by any decision made by AFCA. You can write to the Australian Financial Complaints Authority (AFCA) at GPO Box 3, MELBOURNE VIC 3001 or phone toll free at 1800 931 678.

Certe Private Client Pty Ltd is bound by the Fitzpatricks Private Wealth Complaints Policy, which you can find here: https://fitz.com.au/wp-content/uploads/2021/08/Public-Complaints-Policy.pdf