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.
Any complaint made to Montaka Global Investments by a client about its product or service is covered by these complaint-handling procedures.
How to make a complaint
You can make a complaint by contacting us as follows:
Phone: 02 7202 0100
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:
- Your full name, address and contact phone number(s); (Your account name, address and contact phone number(s);
- Your account number and name of product (if applicable)
- A description of your complaint;
- Any supporting documentation or information that may support your complaint and assist us in resolving it; and
- How you would like us to address your complaint.
Complaint Handling Process
We will acknowledge receipt of your complaint either verbally or in writing within 1 business day.
Each complaint received is assessed and investigated to obtain all information and documents necessary for us to properly consider the complaint. We will provide you with a final response to your complaint as soon as practicable, or within 30 days of receiving it. If we are unable to provide a final response within 30 days, we will advise you of your right to complain to our external dispute resolution scheme, the Australian Financial Complaints Authority (contact details below).
If your complaint has not been resolved to your sastisfaction, 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: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
