Established in 1986

+61 3 9587 5188

Complaints Policy

How to make a complaint

We want to give our clients the best experience, so if you’re unsatisfied in any way we’d like you to tell us about it.

We’ll 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 and provide us with reasonable assistance during the process.

Our complaints process

1. 

Collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation.

2. 

Get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy (ggpia.com.au/privacy-policy).

The best way to contact us is by telephone at 1300 725 996 or email at advice@ggpia.com.au

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.

3. 

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

How long will the process take?

We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.

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

If we can’t resolve your complaint within 30 days, we’ll get in touch to explain why and let you know how to contact the Australian Financial Complaints Authority (AFCA).

What happens if you’re not happy with our response?

We provide financial services under the license held by G & G Personal Insurance Advisers Pty Ltd ABN 59 669 752 694 AFSL 559715. As a financial services business, G & G Personal Insurance Advisers Pty Ltd is required to be a member of AFCA, which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.

Australian Financial Complaints Authority (AFCA)

GPO Box 3

Melbourne VIC 3001

Website: https://afca.org.au/

Email: info@afca.org.au

Phone: 1800 931 678

If your complaint is about privacy, you should contact The Office of the Australian Information Commissioner.

Office of the Australian Information Commissioner

GPO Box 5218

Sydney NSW 2001

Website: https://oaic.gov.au/

Phone: 1300 363 992

Lowe Financial Group Are Experts In Risk Insurance. We Are Committed To Working With Our Clients To Provide Tailored Insurance Solutions.

Details

Phone: 1300 725 996

Address: 3 Citrus Street PO BOX 278 Braeside, Victoria, 3195

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Leanne Weston

Client Services Officer

We were delighted to welcome Leanne to our team in late 2023. With an impressive 16 years of experience at MLC under her belt, Leanne’s previous industry experience has facilitated a smooth transition into her role of Client Service Officer at Lowe Financial Group. Leanne excels in delivering friendly and helpful service to our clients. She works diligently alongside Fiona in the areas of New Business and administration, and together, they ensure the exceptional service we deliver to all our clients.

Jack Lowe

Client Services Officer

Following in the family footsteps, Jack joined the LFG team in November of 2022 following successful completion of his VCE studies. Jack has confidently found his place within our team, assisting in the advice preparation process by liaising with clients and insurers alike, ensuring that our files are complete and that they paint a picture of your circumstances accurately – a vital step in allowing LFG to provide you with the tailored and specialised advice we pride ourselves on. Jack is also undertaking a Bachelor of Business at Deakin University and has demonstrated his eagerness to continue to learn and develop.

Fiona Toulis

Client Services Officer

LFG enthusiastically welcomed Fiona to our team in 2023. Joining us as a Client Service Officer, Fiona brings a wealth of experience in customer service from both Australia and New Zealand, enabling her to deliver exceptional levels of service and support to our clients in both New Business and administrative functions. You are likely to hear Fiona’s friendly Kiwi accent if you call into our office, and she’s always willing to assist should you require any information or assistance regarding your risk insurance portfolio.

Sarah Lowe

Operations

Sarah represents the third generation of the Lowe family to join LFG. Upon commencement in the business during 2020, the peak of a global pandemic, Sarah dedicated her time and effort to the delivery of great customer service with her ever-sunny disposition. After graduating with a Bachelor of Business in 2021, Sarah has since used her prior studies and concentrated on overseeing LFG’s business operations, marketing, and social media, along with the training and development of our newest team members. Sarah continues to further her learning, as she is currently undertaking a Graduate Diploma in Financial Planning alongside Ged, demonstrating her commitment to the delivery of positive outcomes for our clients.

Grace O’Neill

Partner & Client Relationship Manager

Grace became part of the LFG team in 2019 and took great pride in becoming a partner in July 2024. Beginning her career providing customer service to our clients, Grace’s role transitioned as she began joining Ged in all client and referral partner meetings, whilst also assisting in the delivery of required outcomes for our clients and business. Grace’s dedication to the company and enthusiasm for the field prompted her to switch her studies from a Bachelor of Legal & Dispute Studies to a Bachelor of Commerce, majoring in Financial Planning. Additionally, Grace is undergoing her professional year and is enthusiastic about becoming a Risk Adviser once it concludes.

Gerard Lowe

Director

Meet Gerard (Ged) Lowe, a cornerstone of Lowe Financial Group (LFG) since 1988. From beginning work in the industry and business alongside his father, Peter Lowe, Ged has risen to become one of Australia’s leading Risk Insurance Advisers. His extensive knowledge, experience, and dedication to the industry, coupled with his strong relationships with top insurers, enable him to deliver unparalleled advice and tailored insurance solutions for our clients. Ged’s passion for risk insurance is evident in his active participation on advisory councils and his mentorship of the next generation of advisers. Ged continues to be passionate about his work and is currently furthering his education through a Graduate Diploma of Financial Planning at Deakin University to enhance his expertise and continue providing the highest level of service and advice to LFG clients.