Effective from 1 September 2026.
This policy explains how Forest Wealth Holdings (ABN 88 697 620 858, AFSL 700376) (‘we’, ‘us’ or ‘our’) handles complaints. Financial advice is provided to you through Forest Wealth Pty Ltd (CAR 1285537), a Corporate Authorised Representative of Forest Wealth Holdings, trading as Forest Wealth.
Suite 1203, 67 Albert Ave, Chatswood NSW 2067
How we handle complaints
At Forest Wealth we view complaints as an opportunity to improve our advice and services to our clients. If you are dissatisfied with our services, we will take your concerns seriously, and in doing so, we expect you to treat our staff with respect when they manage your complaint.
We record and monitor all complaints so that we can identify and address any broader issues in our advice or services.
How can I complain?
Initially, we recommend speaking to your adviser to explain why you are not satisfied. It’s possible that discussing your concerns openly may enable them to be resolved to your satisfaction.
If you are not comfortable raising the concerns with your adviser, or you have already done so and are not satisfied with their response, you can contact us in one of the following ways:
- By contacting Phil Broadbent, General Manager, at support@forestwealth.com.au or by calling 1800 31 41 51.
- By writing to us at: Complaints Manager, Forest Wealth, Suite 1203, 67 Albert Ave, Chatswood NSW 2067.
If you need help making a complaint, please let us know and we will take reasonable steps to provide the assistance you need. You are welcome to have someone else act for you – a family member, friend, financial counsellor or other representative. If you need an interpreter, you can contact TIS National on 131 450. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au.
When you complain, we need as much information as possible to enable us to understand your concerns, so we can investigate these thoroughly. It would be helpful if you are able to tell us:
- Your full name and how we can contact you,
- What your complaint is about, including who you have been dealing with at Forest Wealth, and
- How you would like your complaint resolved.
What happens when we receive your complaint?
When we receive your complaint, we will acknowledge receipt within 24 hours. We may need to contact you to obtain further information so that we have a full understanding of the cause of your concern.
We will investigate your concerns and provide a written response to your complaint within 30 calendar days. If there are complexities with obtaining information that make it difficult to respond within 30 calendar days, we will write to you to inform you of the reasons for the delay, your right to take your complaint to the Australian Financial Complaints Authority (AFCA), and AFCA’s contact details.
In some instances, we may be able to resolve your complaint to your satisfaction within 5 business days. In these cases, we will ask you to confirm that you are satisfied with the outcome, and a written response may not be required. If you ask us for a written response, we will always provide one.
What if I’m not satisfied with your response?
If you are not satisfied with our response to your complaint, or if we do not respond within 30 calendar days, you are entitled to escalate the matter to the Australian Financial Complaints Authority (AFCA), of whom Forest Wealth is a member (membership number 124171).
You can complain to AFCA by:
- Lodging details of your complaint through the ‘make a complaint’ online portal on their website, afca.org.au
- Emailing info@afca.org.au
- Phoning 1800 931 678 (free call)
- Writing to Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001
AFCA provides fair, independent financial services complaint resolution, free to consumers. Time limits may apply to lodging a complaint with AFCA, so act promptly. Check the AFCA website for the time limit relevant to your circumstances.
Complaints about your personal information
If your complaint is about how we have collected, used or stored your personal information, you can raise it with us using the contact details above. If you are not satisfied with our response, you can refer the matter to the Office of the Australian Information Commissioner at oaic.gov.au/privacy or by phoning 1300 363 992. Further detail is set out in our Privacy Policy.
