Complaints Process

In an industry as complex as Financial Services, sometimes things may be misunderstood or go wrong. At NEXTGEN Financial Group our resolution program has been designed to give everyone concerned a fair hearing with an attempt to resolve all matters in the appropriate forum. Therefore, if you have an issue or complaint please let us know as we will endeavour to resolve the matter as soon as possible.

If you have a complaint about the financial services provided to you, you should take the following action:

  1. Speak to your financial adviser about your concerns, or
  2. Call us on 1300 133 511, or
  3. You can write or email us as follows:

Compliance and Professional Standards Manager
NEXTGEN Financial Group Pty Ltd
PO Box 5283
West End QLD 4101

If required, we can help you articulate your complaint about any of the financial services you have received from us. If you have any special needs, such as if English is not your first language or you need other forms of assistance, please advise us and we will endeavour to assist you in the resolution of your complaint.

We will try and resolve your complaint quickly. We will acknowledge receipt of your complaint within 24 hours or one business day. If possible, we will endeavour to have your complaint resolved within 5 business days. However, there may be issues that prevent us from being able to resolve your complaint within this time-frame. Where this is the case, we will try and resolve your complaint within 30 calendar days from the date of you raising the issue with us.

If your complaint cannot be resolved by us to your satisfaction or within 30 calendar days, you may refer your complaint, free of charge, to the Australian Financial Complaints Authority (AFCA) of which NEXTGEN Financial Group Pty Ltd is a member.

AFCA can be contacted on:

1800 931 678 or via mail:
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001.

Alternatively, other matters can be referred to the industry regulator, the Australian Securities and Investments Commission (ASIC) on 1300 300 630 or via the website