CFP-Pathways has now closed

CFP-Pathways is a former division of Commonwealth Financial Planning Limited1, a wholly-owned, non-guaranteed subsidiary of Commonwealth Bank of Australia2. CFP-Pathways previously authorised financial advisers and practices to provide financial advice under its Australian Financial Services License. 

CBA’s remediation programs for former CFP-Pathways customers

Fees for no Service Remediation program

While CFP-Pathways was operating, we know that some financial advice customers paid for periodic reviews they didn’t receive, and others did not receive the correct information about the fees they paid. We are working hard to make things right and to ensure these types of issues don’t happen again.

This remediation program is reviewing the files of financial advice customers who paid ongoing service fees between 1 July 2008 and 7 July 2020. We will communicate with all customers that are part of this review over the coming months to notify them of their remediation outcome and invite them to contact CBA should they have any questions.

Quality of Advice Remediation program

Some customers may have been negatively affected by the actions of certain financial advisers aligned to the Bank. The Quality of Advice Remediation program is working to identify and contact these negatively affected customers, assess their circumstances, and provide fair remediation where there is evidence of inappropriate financial advice. We are committed to restoring affected customers to the position they would have been in had they received appropriate advice at the time.

We’re here to help

If you would like more information about CFP-Pathways remediation programs, please get in touch with us.

Fees for no Service Remediation

  • Phone: 1800 413 797 from 9.00am – 6.30pm (AEST/AEDT), Monday to Friday.
    You can also leave us a message after hours and we’ll return your call.
     
  • Email: customerconnectcfp@cba.com.au 
    Please include the reference number from your letter in the subject line of your email. We’ll aim to get back to you within 3 business days.

Quality of Advice Remediation

  • Phone: 1800 807 655 from 9.00am – 5.00pm (AEST/AEDT), Monday to Friday.
    You can also leave us a message after hours and we’ll return your call.
     
  • Email: advicequalityreviewteam@cba.com.au
    Please include the reference number from your letter in the subject line of your email. We’ll aim to get back to you within 3 business days.

What if you’re still not happy?

If you have any concerns that we can’t resolve, you can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service.

Phone: 1800 931 678

Email: info@afca.org.au

Mail: AFCA, GPO Box 3, Melbourne VIC 3001

Web: www.afca.org.au

1Commonwealth Financial Planning Limited ABN 65 003 900 169 AFSL 231139

2Commonwealth Bank of Australia ABN 48 123 123 124