Complaints Handling

We view complaints as an opportunity to improve our advice and services to our clients. If you are dissatisfied with our services, we will take your concerns seriously, and in doing so, we ask that you to treat our staff with respect during the process.

Initially, we recommend speaking to your Accru contact to explain why you are not satisfied. It’s possible that discussing your concerns openly with us may enable them to be resolved to your satisfaction.

If you are not comfortable raising your concerns with your Accru contact, or you have already done so and are not satisfied with their response, you can contact us in one of the following ways:

When making a complaint, we need as much information as possible to enable us to understand your concerns, so we can investigate these thoroughly. It would be helpful if you are able to tell us:

When we receive your complaint, we will acknowledge receipt as soon as practicable. We may need to contact you to obtain further information so that we have a full understanding of the cause of your concern.

We will investigate your concerns and provide a written response to your complaint within 30 business days. If there are complexities with obtaining information that make it difficult to respond within 30 business days, we will write to you to inform you of the reasons for the delay.

In some instances, we may be able to resolve your complaint to your satisfaction within 5 business days. In these cases, we will ask you to confirm that you are satisfied with the outcome, and a written response may not be required.

If you are not satisfied with our response to your complaint, or if we do not respond within 30 days, you are entitled to escalate the matter to Charted Accountants Australia and New Zealand (CAANZ). https://www.charteredaccountantsanz.com/forms/professional-conduct/

If CAANZ have not responded to your complaint within 30 days, or if you feel it has not been resolved to your satisfaction, you may refer your concerns to the Tax Practitioners Board https://www.tpb.gov.au/complaints.

If you are not satisfied with our response to your complaint, or if we do not respond within 30 days, you are entitled to escalate the matter to Fortnum Private Wealth.

If Fortnum have not responded to your complaint within 30 days, or if you feel it has not been resolved to your satisfaction, you may refer your concerns to the Australian Financial Complaints Authority (AFCA), which provides an accessible, fair and independent dispute resolution service. You can contact AFCA at:

You can complain to AFCA by: