Financial Services Guide & Complaints Handling

Please follow this link to access our current FSG – Ver 5.1 July 2021

Accord Financial Solutions Pty Ltd is a privately owned financial services firm and sources investment and insurance products from any supplier who meets our specific selection criteria.

Before seeking our advice, you will have a number of questions to ask about Accord Financial Solutions Pty Ltd. You have the right to ask us about our charges, the type of advice we will give you and what you can do if you have a complaint about our services. Following is key information covering frequently asked questions. If you need more information or clarification, please ask us. This Financial Services Guide is issued with the authority of Accord Financial Solutions Pty Ltd.

You should also be aware that you are entitled to receive a Statement of Advice that takes into account your objectives, needs and financial situation whenever we provide you with specific advice. The Statement of Advice will contain the advice, the basis on which it is given and information about our fees, associations, potential conflicts of interest and any other indirect benefits that may have influenced the selection of particular products.

In the event we make a recommendation to acquire a particular financial product or offer to issue or arrange the issue of a financial product, we must also provide you with a Product Disclosure Statement containing information about the particular product that will enable you to make an informed decision in relation to the acquisition of that product.


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Who is my adviser?
At our first meeting we will hand you our Financial Services guide including your Advisor’s profile.

What advisory services are available to me?

  • Retirement planning & strategies;
  • Superannuation and rollover advice and strategies;
  • Self-managed superannuation advice;
  • Share market investment advice;
  • Managed fund investment advice;
  • Life, trauma and income protection insurance;
  • Gearing strategies;
  • Social security advice; and
  • Estate planning advice.

Will I receive detailed information about the actual income or other benefits Accord Financial Solutions or my adviser is paid for making the recommendations?
The Statement of advice will detail the cost of our advice, fees charged by the recommended product, amounts paid to Accord Financial Solutions and in turn any amounts paid to your Authorised Representative.

When we are making specific product recommendations, all income paid to Accord Financial Solutions that relates to your portfolio will be included in your Statement of Advice.

What should I know about any risks of the investments or investment strategies recommended to me?
We will explain to you any significant risks of investments and strategies that we recommend to you. Some strategies are complex and multi-faceted and will require more than one meeting for explanation.

Will you give me advice that is suitable to my financial circumstances?
Yes. However, to do so we need to find out your individual investment objectives, financial situation and needs before we prepare a strategy to suit your needs. You have the right not to divulge this information to us, if you do not wish to do so. In that case, we are required to warn you about the possible consequences of us not having your full personal information. You should read the warnings carefully.

How are Accord Financial Solutions Pty Ltd fees calculated?
All levels of service, their associated calculations for fees and charges and the ongoing services provided are discussed and disclosed in the Statement of Advice prior to the implementation of any recommendations.

The preparation for the Statement of Advice is calculated based on an hourly fee.

For Risk Insurance products the commission is paid by the product provider, and this will vary according to the nature of the product and will be detailed in the Statement of Advice.

How will I pay for the service?
Accord Financial Solutions Pty Ltd offers a range of payment options including fee for service, brokerage, or a combination of both methods. Your adviser will explain these options to you.

These fees are either invoiced direct to the client, deducted from amounts invested or direct from the Investment Managers own resources.


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Who will be responsible for the advice given to me?
Your adviser will be acting on behalf of Accord Financial Solutions Pty Ltd, who is the registered Australian Financial Services Licence holder.

Therefore, Accord Financial Solutions Pty Ltd is the legal entity responsible to you for any advisory services your adviser provides.

Do you provide any ongoing review service?
Your adviser is able to offer you a review service for your investment portfolio or life insurance program and the cost of this will be detailed in the S.O.A


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Important Relationships
Accord Financial Solutions Pty Ltd is a privately owned financial services provider, therefore advice is not influenced by any Bank, Investment Manager or Insurance Company.

Other Benefits

From time to time, you adviser of the Affiliates, Directors of other Authorised Representatives of Accord may receive certain “hospitality benefits” (such as tickets to sporting events, bottles of wine etc). The receipt of these benefits is not based on the volume of business placed with the provider but are more of an ad hoc reward. Non-cash benefits with a cash value of greater than $300 is not permitted. Details of benefits between $100 and $300 will be maintained on a register. Please ask your adviser if your wish to view that register.

The Licensee, its Affiliates, Directors or Authorised Representatives may receive discounted fees from DW Johns & CO – Chartered Accountants.

The Licensee may receive research, software and marketing support from product providers. The maximum value during any calendar year is approximately $1,000 per product provider, which is usually received in the form of subsidised training of Authorised Representatives.

What information do you maintain in my file and can I examine my file?
We maintain a record of your personal profile that includes details of your investment objectives, financial situation and needs.  We also maintain records of any recommendations made to you.  If you wish to examine your file, you should ask us and we will make arrangements for you to do so.
We are committed to implementing and promoting a privacy policy which will ensure the privacy and security of your personal information.  A copy of our privacy policy is on our website here for your perusal.


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Who can I speak to if I have a complaint about the advisory service?

Accord Financial Solutions Pty Ltd is committed to the efficient resolution of complaints received in relation to the services that are offered by our organisation, and its representatives and staff.  We understand that complaints can be a valuable source of information and can assist us to improve the way we deal with our clients.

It is important that any complaints received are handled in the correct manner to build client confidence in us as a financial advice provider.

Should you not be happy with our services, please tell us.  We can be contacted as follows:

Phone  08 8271 2688
Email   services
Mail     Unit 3, ground level, 206 Greenhill Road, Eastwood  SA 5063

Should you need assistance in lodging a complaint with us, we will provide you with options available (e.g. interpreter services if English is not your first language, etc).

We will acknowledge receipt of your complaint within 1 working day. We will then investigate the complaint and respond to you within 30 calendar days. Some complex matters may require an extension to thoroughly investigate the complaint and bring it to resolution.  We will notify you if this is applicable.

If you are not fully satisfied with our response, you have the right to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Phone  1800 931 678 (free call)
Mail     GPO Box 3, Melbourne VIC 3001

We are committed to providing quality advice to our clients.  This commitment extends to providing accessible complaint resolution mechanisms for our clients.  If you have any complaint about the service provided to you, you should take the following steps:

Contact your adviser and tell your adviser about your complaint.  If your complaint is not satisfactorily resolved within 7 days please contact Accord Financial Solutions Pty Ltd on (08) 8271 2688 or put your complaint in writing and send it to us at:-

Accord Financial Solutions Pty Ltd
PO Box 2145

We will try and resolve your complaint quickly and fairly.

If we cannot reach a satisfactory resolution, you can raise your concerns with the Australian Financial Complaints Authority on 1800 931 678. Or via post to GPO Box 3 Melbourne Victoria 3001.