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At Bona Fide we make sure delivering the best client experience. If something goes wrong, we are committed to make it right again, so if you have any experience that you are not satisfied with please, talk to us to resolve it.

Our complaint handling contact details are as follow:

We will aim to resolve your complaint quickly, fairly and within prescribed time frames.

Once you have contacted Bona Fide Advice Pty Ltd, we will begin the process of investigating and resolving your complaint. We will acknowledge the compliant with 24 hours and we will endeavour to resolve your complaint quickly and fairly. However, some complaints do take more time than others. If we anticipate that your complaint will take longer than 30 days to resolve, we will contact you within this time to provide you with an update on our progress. Should it take longer than 30 days, we will contact you in writing to provide an explanation of the reason for the delay.

If you are still not satisfied you have the right to refer the matter to Australian Financial Complaints Authority (AFCA), which Bona Fide Advice Pty Ltd is a member of.  Bona Fide Advice Pty Ltd’s AFCA’s member number is 78570.

AFCA can be contacted on: