Gary Lucas Financial Advice | No. 1 Certified Financial Planner in Byron Bay

Complaints Procedure


We are committed to a timely and efficient resolution of complaints received in relation to the services offered by Gary Lucas Financial Advice Pty Ltd (GLFA).

If you are dissatisfied with our service, we have an internal dispute resolution process to resolve all complaints and concerns, quickly and fairly. If so, please contact us;

If your complaint relates to our service, please lodge your complaint to:

Gary Lucas Financial Advice Pty Ltd
PO Box 429
SALE  VIC  3850

We aim to ensure that every complaint is properly considered and responded to promptly.  GLFA will aim to resolve your complaint within 45 days.  

Once a decision has been made, you will be informed of the outcome and of the reasons for reaching the decision.

If you are dissatisfied with the outcome, or your complaint has not been reviewed within the above time limit, you have the right to refer to the appropriate external dispute resolution (EDR) scheme.

For complaints relating to financial planning services:

For complaints lodged on or after 1 November 2018, the Australian Financial Complaints Authority (AFCA) will handle your complaint.

The contact details are:

Phone: 1800 931 678 (Free Call)
Mail: Australian Financial Complaints Authority
GPO Box 3