Coastal Financial Consultants

​

Customer Complaints Guide

​

 

Your feedback matters to us

At Coastal Financial Consultants, we’re committed to acting with integrity, transparency, and professionalism. If something hasn’t met your expectations, we welcome the opportunity to listen, learn, and work with you toward a fair outcome.

​

You can raise concerns about:

Our service or communication

A product or recommendation

Our processes or conduct

Any aspect of your experience with us

​

​How to lodge a complaint

We aim to make raising a concern as straightforward as possible. You can contact us using any of the methods below:

Email: lexy@cfcaus.com

Phone: +61 432 332 541

Website: Contact form 

If you prefer, your complaint can be submitted verbally or in writing.

To help us address your concern efficiently, please include:

Your full name and preferred contact details

A clear description of your concern

The product or service involved (if applicable)

What outcome you are seeking

If you’re unsure what information to provide, we’re happy to guide you.

 

Our complaints handling principles

When managing complaints, we commit to the following principles:

• We will listen carefully and seek to understand your concerns

• We will act honestly, fairly, and respectfully

• We will investigate issues thoroughly and objectively

• We will keep you informed throughout the process

• We will be mindful of individual circumstances, including vulnerability

• We will take responsibility where appropriate and aim for fair resolution

• We will use feedback to improve our services and processes

 

What happens next?

1. Acknowledgement

We will acknowledge your complaint as soon as practicable. Many concerns can be resolved immediately. Where further investigation is required, we will confirm who is managing your complaint and how to contact them.

 

2. Investigation and response

We will review all relevant information and may contact you if further details are needed.
We aim to resolve complaints within the timeframes required under our regulatory obligations and will keep you informed of progress.

If we cannot meet a required timeframe, we will explain why and provide an updated expected resolution date.

If you’re not satisfied with our response

If your concern is not resolved to your satisfaction, you may escalate the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute resolution service.

 

AFCA contact details:

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

Mail: GPO Box 3, Melbourne VIC 3001

 

Privacy-related complaints

If your complaint relates to how your personal information has been handled, you may also contact the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au

Phone: 1300 363 992

Mail: GPO Box 5288, Sydney NSW 2001

​

Getting help to make a complaint
Authorising a representative

You may appoint another person (such as a family member, financial counsellor, or legal representative) to lodge or manage a complaint on your behalf. We will require written authority before dealing with a representative.

 

Accessibility and support

If you require additional support to raise a complaint:

National Relay Service: www.relayservice.gov.au

Translating and Interpreting Service (TIS): 131 450

​

We are committed to ensuring all clients can access our complaints process fairly.

 

Our commitment

We see complaints as an opportunity to improve. Your feedback helps us strengthen our processes and deliver better outcomes for all clients.