Important Information

Includes: Financial Services Guide, Complaints Policy and Legal Notice

Financial Services Guide

This Financial Services Guide (FSG) includes your Adviser’s Profile, Privacy Collection Statement, and other important information – 680Kb.

View the FSG

Complaint Handling Policy

As with all businesses, we appreciate that matters may not always go as planned or expected. Whilst we do everything within our power to ensure our services are delivered to the highest standard, having a complaint handling policy is part and parcel of doing business. This policy is to assist you to understand how complaints are handled by us and how you can notify us if you have a complaint.

Notification of complaint

If you are dissatisfied with the service we have provided to you and you want us to take some action to address the situation you can notify us through:

  • An email to .
  • A telephone call to the representative who provided the service or if you’re uncomfortable making that approach directly call 07 3252 7665 and speak with the Office Manager, Lisa Evans.
  • Visiting our offices.

The format of the lodgement can be written or oral.  We may ask you to confirm our understanding of your oral complaint so that we are all clear on the situation.


If you need assistance in expressing your complaint, then we are prepared to listen and help you to set out the details.  We are also prepared to engage with a person that you may nominate to act on your behalf however we will require that authorised consent from you (unless they are acting under a Power of Attorney).

If you are more comfortable using a language other than English, please let us know so that an interpreter can be engaged.

Our process

Once we receive your complaint, we will provide you with an acknowledgement in your preferred method of communication with 1 business day.

We will need to gather information from all parties involved in the complaint and consider that information in light of the situation you have brought to our attention; so, we may need to contact you during our assessment to clarify or obtain further information.  Our promise is that we will always conduct investigations and assessments in a fair and unbiased manner.

You will receive our final response with clear explanations for our decisions.

Our final response will be provided to you within 30 calendar days of the receipt of the complaint.  However, if your complaint is complex or there are unavoidable delays in receiving requested information from you this may impact our meeting that target. In those unexpected situations we will send you a Delay Notification which will set out the reasons for the delay and that you may escalate this to the Australian Financial Complaints Authority whose contact details are set out towards the end of this policy.

Just to reiterate our timeframes clearly

Acknowledgement of a complaint 24 hours or 1 business day
Final response 30 calendar days generally unless we issue a Delay Notification

Contact us by:

Telephone: 07 3252 7665
Email: and mark in subject line as Complaint
Face to face: at our business office, Level 3, 4 Kyabra Street, Fortitude Valley
Mail: PO Box 2090, Fortitude Valley Qld 4006

Contact details for the Australian Financial Complaints Authority

Telephone: 1800 931 678 9:00am–5:00pm AEST/AEDT weekdays
Mail: Australian Financial Complaints Authority Limited
GPO Box 3

Melbourne, VIC 3001

Online: Online complaint form (

Importantly making a complaint is at no cost to you at all at any stage!

Legal Notice

In preparing the advice on this website neither Fintech Financial Services, Grant Chapman nor Fintech SMSF Accounting, have considered your personal circumstances so you can’t assume it will be suitable for you. Please seek personal financial advice prior to acting on this information.

These are the terms and conditions for use of this site and access to the information contained on this site.

Principal of Fintech Financial Services, Grant Chapman is a Representative of Fintech Financial Services Pty Ltd ABN 13 151 098 476, which is an Australian Financial Services Licensee (AFSL # 408634), with its registered office at Level 3, 4 Kyabra Street, Fortitude Valley Qld 4006. Neither Fintech Financial Services, Grant Chapman nor Fintech SMSF Accounting warrant or represent that the information in this site is free from errors or omissions or is suitable for your intended use. Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting do not give any warranty or make any representation as to the accuracy, reliability, completeness or security of the information contained in this site and as to changes in circumstances after the date of publication that may impact on the accuracy of the information; may change and update the information from time to time; make no representation in relation to, and are not responsible in any way, for any other site you access through this site; and own the copyright in the information in this site.

Users of this site must not do anything to alter or modify the information in this site; use the material in this site for any purpose other than as a source of information for personal use unless authorised to the contrary; distribute, copy or otherwise reproduce in any way any of the material available from this site unless it is expressly authorised; post any material which is defamatory, in breach of copyright, in breach of the Competition and Consumer Act or otherwise in any way unlawful or inappropriate.

Users can print a hard copy of material on this site for their personal use only other than material where this is prohibited by a notice to that effect in this site.

The information contained in this site is general information only made available to residents of Australia and its territories and New Zealand and is not intended to be a recommendation, offer or invitation to take up securities or other investments. You should seek advice from an appropriately qualified professional on whether the information is appropriate for your particular needs, financial situation and investment objectives.

Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting are not liable in any way to any person for any loss, damage, cost or expense incurred as a result of the material contained in this site or from unauthorised access to, or any misuse of this site including, without limitation, any negligence by Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting.

All references in this site to “$” or “dollars” are references to Australian currency unless otherwise stated.

Users of this site agree to indemnify Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting from all liability, cost and expense, (including legal fees) arising directly or indirectly from the use or distribution by any person of material placed in the site by the user or from the alteration, modification of or addition to material on the site by the user.

No information, feedback, questions or comments placed on this site by any person other than Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting will be authorised or endorsed. Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting can reproduce, use, disclose and distribute the information to others in their absolute discretion.

Links to other sites are provided for your convenience only. Any such links do not constitute or imply endorsement or recommendations of any other company, product or service or any affiliation between Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting and other organisations (unless otherwise expressly stated). Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting do not control and are not responsible for the content of any other site accessed via this site.

FINTECH ® and the pyramid logo used by Fintech Financial Services Pty Ltd are holders of Trade Mark No. 1759063 issued on 16 March 2016.

You consent to Fintech Financial Services, Grant Chapman and Fintech SMSF Accounting monitoring your use of this site.