Complaints Policy
Introduction
Montaka Global Investments is mindful of the need to ensure that clients are treated fairly and that we handle complaints or disputes internally in a timely and effective manner.
This Complaint Handling Policy is aimed at ensuring that clients’ expressions of dissatisfaction are heard and that we address them genuinely and efficiently. We believe that addressing complaints in this way can also assist us in improving our business systems and services.
Details of Lodgement
Complaints covered by these procedures:
Any complaint made to Montaka Global Investments by a client about its product or service is covered by these complaint-handling procedures.
Lodging a complaint
You can lodge a complaint by contacting us as follows:
Website: https://montaka.com/contact-us/
Email: office@montaka.com
Post: PO Box 531, Surry Hills, NSW 2010
To help us investigate and resolve your complaint effectively, please provide us with the following information with your complaint:
i. Your full name, address and contact phone number(s);
ii. A description of your complaint;
iii. Any supporting documentation or information that may support your complaint and assist us in resolving it; and
iv. How you would like us to address your complaint.
Complaint Handling Process
If we receive your complaint in writing we will acknowledge receipt within 1 business day. Montaka Global Investments will attempt to resolve your complaint within 30 days.
Each complaint received is assessed and investigated to obtain all information and documents necessary for us to properly consider the complaint. We aim to provide you with a final response to your complaint as soon as practicable, within 30 days of receiving it.
If you are dissatisfied with how we dealt with your complaint, please let us know and we will undertake a further review of your concerns. If you are still dissatisfied with the outcome and you are a resident in Australia, you have the right to refer your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority.
Their contact details are as follows:
Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Post: Reply Paid 252, GPO Box 3, Melbourne VIC 3001
