At JRW Finance, we pride ourselves on delivering high-quality service and support to our clients. We value your feedback as it helps us continue to improve. If you’ve had a great experience, we’d love to hear it. If you have a concern or complaint, we’re committed to resolving it promptly and fairly. 

How to Submit Feedback or a Complaint

You can raise feedback or a complaint directly with your broker, or by contacting us in writing, by phone, or by email. However you choose to reach out, we will acknowledge your concern and work with you to resolve the matter as quickly as possible. 

Our Internal Complaints Process

Once we receive your complaint, we will confirm it has been lodged and begin investigating. We aim to resolve complaints in a fair, transparent, and timely manner.

If further information is required, we will let you know. You will be kept updated throughout the process until we reach an outcome together.

If You Are Not Satisfied

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution scheme approved by ASIC, providing a free and independent service to help clients resolve complaints relating to financial services. You can contact AFCA directly using the following details:

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (toll free)

Mail: GPO Box 3, Melbourne VIC 3001

You may contact AFCA at any stage, but if our internal process is still underway, AFCA may request that it is completed before reviewing your complaint.

Accessibility Assistance

If you require accessibility assistance, including language support or translation services, please let us know when making your complaint.

We will ensure you receive the help you need to have your concerns addressed properly.

Contact Us

If you would like to provide feedback or make a complaint, please contact:

Joshua Weiler

Email: joshua.weiler@jrwfinance.com.au

Postal: Suite 302, 13/15 Wentworth Ave, NSW 2000, Australia.