Complaints policy
Investup Securities Pty Ltd (for wholesale investors)
We have procedures in place to properly consider and deal with any complaints. We will acknowledge a complaint, investigate it and decide what action needs to be taken and will notify a complainant of our decision together with any remedies that are available under the Constitution or other avenues of redress or appeal.
How to lodge your complaint
If you have a complaint in relation to any of the Fund, please contact us.
By phone Australia: 1800 982 058
International: +61 426 056 666
By email contact@ijcapital.com.au
By mail PO Box 12459 George Street QLD 4000
In person Brisbane: Level 7, 199 George Street, Brisbane City, QLD 4000
Please note that our complaint handling process is free.
What information should I provide?
When you lodge your complaint with Investup Securities Pty Ltd, our Authorised Representatives (together referred to as “IJ” or “we”, “us” or “our”), to assist us to resolve your complaint as quickly and efficiently as possible—as a guide or helpful checklist, please provide us with the following information:
- your full name
- your contact details
- your preferred contact method
- your representative’s name and contact details (if applicable)
- your IJ Investor ID Number
- the name of the fund relevant to your complaint
- details of your complaint
- copies of any relevant supporting documents or records
- outcome sought
In the instances where you have not provided us with sufficient information for us to Investigate or resolve the complaint, we will contact you via your preferred contact method (if known) to request further information.
You may also wish to lodge a complaint by phoning us on the number above. If you require any additional assistance to lodge a complaint, we will accept complaints made by your representative including financial advisers, legal representatives, family and friends.
How your complaint is managed
- When we receive your complaint, the following steps occur:
- You will receive an acknowledgement that we have received your complaint within 24 hours (or one business day) or as soon as practicable.
- Once our Compliance Officer has collected all required information about the complaint, we will conduct our investigation and assessment.
- We will aim to resolve the complaint as quickly as we can.
- We will prepare and give you a written final response within 30 days of receiving the complaint, or if we are unable to provide a final response within 30 days, provide you with:
- the reason for the delay
- information about your right to complain to the Australian Financial Complaints Authority (AFCA), and AFCA’s contact details.
- When we have considered your complaint, we will notify you of the outcome. If your complaint is not resolved within 5 business days, we will give you a written response. We will also give you with a written response for complaints resolved within 5 business days if you request one, or if we are required to give you a written response.
- We will keep a record of the complaint and handle your complaint and personal information in accordance with our Privacy Policy.
If you are having difficulty understanding this policy, please contact us using the details above and we will assist you.