Complaints Policy

Our commitment

We want to give our clients the best experience, so if you're dissatisfied in any way, please tell us so we can respond.

We take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also and provide us with reasonable assistance during the process.

How to make a complaint

The easiest way to make a complaint is to contact the Boyce Principal Advisor responsible for your engagement. You may also contact us as follows:

Phone: (02) 4821 1466

Email: [email protected]

Post: The Complaints Officer, Boyce Pty Limited, PO Box 1100, Dubbo NSW 2830

To assist in our review please provide any documents or records that relate to your complaint, including information on any relevant times, dates and names.

You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint.

If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or financial counsellor.

We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away.

What happens next

• We will acknowledge your complaint promptly and let you know who is looking after it.
• We will investigate it fairly and keep you updated on progress.
• We will let you know the outcome and the reasons for our decision to the extent we are lawfully permitted to do so.
• We aim to resolve all complaints as quickly as possible. If we are unable to give you an answer immediately, we will aim to get back to you within 5 business days.

Some complaints require more investigation. If this happens with your complaint, we will provide a written response within 30 days of receiving your complaint. We will also keep you informed of our progress.

If we are unable resolve your complaint within 30 days, we will get in touch to explain why and let you know how to take your complaint further if required.

What happens if you're not satisfied with our response?

• If your complaint relates to our wealth business, you can refer your complaint to Australian Financial Complaints Authority (AFCA). Boyce Private Wealth Pty Limited AFSL No. 700018 is required to be a member of AFCA which provides free external dispute resolution for consumers. Website: afca.org.au; Email: [email protected]; Phone: 1800 931 678.
• If your complaint relates to our tax services, you can raise it with the Tax Practitioners Board tpb.gov.au.
• If your complaint relates to privacy, you can contact the Office of the Australian Information Commissioner oaic.gov.au.
  
  

Version 5: 22 July 2026