NOT PERSONAL ADVICE
Any advice we provide will be general advice and won’t be tailored to your personal circumstances. Before you make any financial decisions, you should consider your own needs, read the relevant disclosure statement and consider obtaining professional advice. If you need personal advice, please let us know and we can refer you to an appropriate advice professional.
We are physically located at 81 – 83 Campbell Street, Surry Hills. NSW 2010.
You might find it more convenient to locate us at https://www.investwithqueenie.com/
The purpose of this document
The FSG is designed to help you understand the services that we are authorised to provide and to decide whether you wish to use the services we offer. It outlines: The services and types of products that we are authorised to provide to you; How we are paid for the services we provide; any associations, interests or relationships that might influence our advice or the services we provide; and how you can provide us with feedback on our services or get help if you have a problem.
Money Sherpa authorised us to distribute this FSG.
Marquetable Group and Queenie are here because we want to help your money go further.
The factual information and general advice we provide can help you make better decisions and free you from financial anxiety. If you need professional advice tailored to your specific needs consult a financial adviser such as the team at https://lifesherpa.com.au/.
We are authorised to provide general advice and deal in deposit products, debentures and bonds, superannuation, life insurance products, securities (including ETFs) and managed investment funds.
We don’t provide personal financial product advice so you’ll never receive a Statement of Advice (“SoA”) from us.
Costs and conflicts
Neither Marquetable Group nor Money Sherpa are owned by Fund Managers, Insurers or Banks so the services we provide are not directly influenced by product manufacturers. We are however a commercial enterprise and we do receive remuneration from product issuers from time to time. This is based on sponsorships or paid advertisements or based on actions you take such as clicking a link or acquiring a product. We may also receive remuneration for referring you to a product or advice provider. However, our staff are salaried employees and do not receive any additional benefits that may influence the general advice or factual information that they provide to you. Any payment we receive is paid to us by the Issuer and is not a direct cost to you.
Protecting your privacy
The privacy of your personal information is important to us and we respect your confidentiality. We won’t ask you for information we don’t need but, we may collect some personal information from you.
Feedback and dispute resolution
We welcome your feedback on the content and service we provide and encourage you to share your thoughts and comments. You can email your feedback to us directly at [email protected]
If you do have any problems or concerns, please contact Queenie Tan by email at [email protected] in the first instance.
When you contact us, please provide enough information for us to identify you, and the subject matter of your complaint. Please also tell us how you wish for your complaint to be resolved.
We will try to deal with your complaint immediately. However, if this is not possible, we will write to you to acknowledge your complaint within five days.
We may contact you for more information. If this does not resolve your concern write or email the Money Sherpa complaints officer [email protected] who will respond to you and seek to resolve the issue
If you are still not satisfied, you may contact our External Dispute Resolution Service (it’s free)
The Australian Financial Complaints Authority (AFCA) is an independent and impartial external dispute resolution (EDR) ombudsman, approved by ASIC. Our member number is 93019 and Money Sherpa’s is 34698
You may contact them at any time, but they may ask you to wait until our internal processes are complete before they will consider your complaint further.
They can contacted by:
- Telephone: 1800 931 678 (It’s free)
- Website: www.afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
- Fax: 03 9613 6399
We have the benefit of a Professional Indemnity Insurance policy maintained by Money Sherpa which meets ASIC’s requirements.
We are committed to providing you with the best possible service. If at any time we have not met your expectations – or you have a complaint about any of our services – please inform us so we can work towards a resolution. We will endeavour to deal with your complaint promptly, thoroughly and fairly. If you have a complaint relating to the Financial Advice or Credit Services we provide, we request you follow these steps:
- Tell us directly through our website’s contact page
- If this does not resolve your concern write or email the complaints officer [email protected]
- We will acknowledge your complaint within 24 hours and seek to resolve your concerns within 21 days.
- We are a member of the Australian Financial Complaints Authority (AFCA) Service. Their service is free and you may contact them:
If your complaint relates to a product or service acquired through a third party (for example, a lender) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process. We will help you. If you are not satisfied with the resolution of your complaint by the third party, you are entitled to have your dispute considered by their External Dispute Resolution Scheme.
Version 1.1 Issue Date: 30 January 2023