Hamilton Wealth Partners (HWP) holder of AFSL 440046.
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This policy applies to complaints received from retail persons and small businesses in relation to services provided by the company and its subsidiaries.
A complaint is any expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
Complaints include such matters as:
A complaint does not include either:
Collection of information
All complaints will be recorded in a Complaints Register by the Complaints Officer with sufficient information that will allow anyone examining the record to understand the complaint and the steps taken to address it.
Resources
The Board has appointed a Complaints Officer who is in a senior management position within the company. The Complaints Officer will be able to call on other resources from time to time to facilitate the assessment and responding to complaints received.
The Complaints Officer is responsible for:
Reporting to the Board
The Complaints Officer will provide regular reporting to the Board as to complaints received and the outcome of those complaints.
Assistance in lodging a complaint
If you require assistance in lodging a complaint you can send an email to information@hamiltonwealth.com.au or telephone 03 9275 8888 to speak with the Complaints Officer.
Should the Australian Securities & Investments Commission (ASIC) require Licensees to provide information on complaints received, the Complaints Officer will arrange for that information to be provided in the format and within the timing requirements ASIC requires.
The Complaints Officer will provide as to complaints received relating to financial products as made be requested by the product issuer of those financial products to enable the product issuer to meet its obligations under the Corporations Act.
INTERNAL COMPLAINTS PROCEDURE
Where a complaint is received in writing
All written complaints are forwarded to the Complaints Officer.
The Complaints Officer reviews the content of the complaint and will contact the complainant if further information is required.
Written complaints should be addressed to:
The Complaints Officer
Hamilton Wealth Partners Pty Ltd
Level 1, Tooronga Village
1 Crescent Road, Glen Iris VIC 3146
Where a complaint is received other than in writing
A complaint may be made to us by telephone, email, letter, social media, in person or online. Ideally a complaint in writing will enable us to better understand the issue a person is aggrieved about. However, where the complaint is not in writing, we will ask you to provide us with background material to enable us to better understand your complaint. This information we will collect will be recorded in writing as a file note and include the following:
Before ceasing our conversation, will re-confirm all pertinent details and make a file note of our conversation.
Should we resolve the matter with you we will record that outcome in our file note. Our file note of conversation will be forwarded to the Complaints Officer.
Social Media sources
Posts on social media channel or an account owned by or controlled by companies in the Group that meeting the definition of a complaint, where the author is both identifiable and contactable will also be investigated by the Complaints Officer in accordance with the process below.
Process for assessment of complaints received
The following outlines the steps we take when we receive a complaint:
The Complaints Officer will send a letter of response back to you and update the Complaints Register as to the outcome.
Where we require further time to consider your complaint
Should we considered that a complaint will not be finalised within a 30 day of its receipt, a letter signed by the Complaints Officer will be sent to you. We will:
One reason for such a letter is that although we have attempted to contact you, you have been able to provide us with sufficient information to enable assessment of the complaint.
ACFA is an independent body, that provides a free service for you to raise your complaint with them that they will assess once the obligation for us to assess the complaint has lapsed. The contact details for the AFCA is GPO Box 3, Melbourne Vic 3001 or on 1300 780 808.
What happens if we reject or partially rejected a complaint
If the case of complaints from a retail client or small business client, where either the complaint has been rejected or partially rejected, reasons will be provided in the letter to you. In the letter we will:
There is no charge to you to access our Complaints Handling process.
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