Complaints Process

Complaints Process

We are committed to providing quality advice to our clients. This commitment extends to providing accessible complaint resolution mechanisms. If you have a complaint about any of our advice services, we recommend taking the following steps.

1. Contact your Merit Wealth Representative

Please contact the Merit adviser or representative who provided you with the particular service and tell them about your complaint. They will attempt to resolve your complaint quickly and fairly.

2. Internal Dispute Resolution

If you have raised your concern with a Merit Wealth adviser or representative and the matter has not been resolved to your satisfaction, our Dispute Resolution Department can assist. There are three ways you can lodge your complaint:

By telephone:

Call 1300 785 611

In writing (by mail):

Mail your written complaint to:

Compliance Officer

Merit Wealth Pty Ltd

Level 15, 115 Pitt Street, Sydney, NSW 2001

By email:


Once you have contacted us, we will begin the process of investigating and resolving your complaint. Merit Wealth will endeavour to resolve your complaint quickly and fairly (generally within five business days). However, some complaints do take more time than others. We expect to resolve all complaints within 30 days. If we are unable to resolve your complaint within 30 days, we will advise you of the reasons for the delay, your right to contact the Australian Financial Complaints Authority (AFCA) if you are dissatisfied, and AFCA’s contact details.

3. External Dispute Resolution

If you do not feel your complaint has been resolved in a satisfactory manner, or if you have not received a response after 30 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA* accepts complaints in regards to either:

  • a financial planning or advice matter;
  • a credit assistance matter; or
  • a superannuation matter.

AFCA can be contacted by one of the following channels:

By telephone: 1800 931 678 (free call)

In writing (by mail): Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

By email:


* Effective 1 November 2018, the AFCA scheme replaced the previous schemes managed by the Superannuation Complaints Tribunal (SCT), Financial Ombudsman Service Australia (FOS) and Credit and Investments Ombudsman (CIO).

The Australian Securities and Investments Commission (ASIC) also has a free call Info line on 1300 300 630.  You can call this number to make a complaint and to obtain further information about your rights.