Systems, not planners to blame for fee for no service
The failure of bank operating protocols were a greater reason for fee for no service than the deliberate actions of financial advisers, according to Westpac chief executive, Brian Hartzer.
Giving evidence before the House of Representatives Standing Committee on Economics, Hartzer said that while there may have been some deliberate action on the part of advisers, “we would say that the majority of it is, effectively, a poor operating control around record keeping for the provision of advice”.
“There are some cases, of course, where we've had planners who perhaps have deliberately charged someone knowing they weren't going to provide the service. There have been others where there have been errors in people not following up,” he said. “But the majority of it - from what we can see so far - is to do with gaps in our record keeping.”
“So if I had my time over again, we'd take a very different approach to positively collecting, storing, demonstrating and confirming that customers were happy with the service that they had received, before we charged them,” Hartzer said.
Recommended for you
The Australian Financial Complaints Authority has reported an 18 per cent increase in investment and advice complaints received in the financial year 2025, rebounding from the previous year’s 26 per cent dip.
As reports flow in of investors lining up to buy gold at Sydney’s ABC Bullion store this week, two financial advisers have cautioned against succumbing to the hype as gold prices hit shaky ground.
After three weeks of struggling gains, this week has marked a return to strong growth for adviser numbers, in addition to three new licensees commencing.
ASIC has banned a Melbourne-based financial adviser who gave inappropriate advice to his clients including false and misleading Statements of Advice.
