Complaints for consumers

The FPA can deal with complaints about itself and its members only. Find out how a complaint against an FPA member can be reported and what the investigative process entails.

FPA members agree to be bound by various professional and ethical standards set out in the FPA’s Code of Professional Practice.  These standards reflect the commitment of members of the FPA to meet a high standard of professional conduct, providing a quality of service which achieves credibility among, and the confidence of, the public and the business community.  To ensure all members uphold these standards, the FPA has a formal process which enables complaints about members to be heard, evaluated and, where appropriate, disciplinary action to be taken. The FPA does not have the jurisdiction to award compensation to consumers.

Financial Planning Discipline Framework

The avenues to make complaints about financial planners can be complex with a variety of compensatory and discipline processes in place. Matters can be pursued with the planner themselves, the planner’s licensee, Regulators, the Australian Financial Complaints Authority (AFCA), Courts Courts and professional associations. The FPA is able to assist in understanding who does what and to determine the right place to start the complaints process.

How complaints are dealt with

Complaints against FPA members are governed by the FPA Disciplinary Regulations 2019. Once a complaint is initiated, investigated and presented for hearing, the Chair (or Deputy Chair) of the Conduct Review Commission (CRC) decides the outcome of the complaint. The CRC is an independent decision-making body removed from the FPA. The outcomes that can be reached include dismissal of the complaint, classification of the complaint as a minor instance of unsatisfactory conduct or progression to a full hearing where sanctions may be imposed.

How to make a complaint

The FPA can deal with complaints about itself and its members only. FPA members agree to be bound by various professional and ethical standards set out in the FPA’s Code of Professional Practice. These standards reflect the commitment of members of the FPA to meet a high standard of professional conduct; providing a quality of service which achieves credibility among, and the confidence of, the public and the business community. To ensure all members uphold these standards, the FPA has a formal process which enables complaints about members to be heard, evaluated and, where appropriate, disciplinary action to be taken.

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The complaints process

Frequently asked questions

 

Any questions?


Please email or call our Professional Standards team directly on 02 9220 4518.

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