Complaints
Public complaint handling policy
Arch Capital Advisers Pty Ltd (ABN 47 163 275 732) is a Corporate Authorised Representative (No. 1312205) of Pooled Funds Pty Ltd (ABN 28 073 437 742), Australian Financial Services Licence No. 234543.
As with all businesses, we appreciate that matters do not always go as planned or expected, so complaints are part and parcel of doing business, including providing financial planning services as we do. This policy is to help you understand how complaints are handled by us and how you can notify us if you have a complaint.
Notification of complaint
If you are dissatisfied with the service we have provided to you and you want us to take some action to address the situation, you can notify us through:
- An email to team@archcapital.com.au
- A telephone call to the representative who provided the service or, if you are uncomfortable making that approach directly, to 02 9905 9001
- Visiting our offices
Your complaint can be lodged in writing or verbally. We may ask you to confirm our understanding of a verbal complaint so that we are all clear on the situation.
Assistance
If you need assistance in expressing your complaint, we are prepared to listen and help you set out the details. We are also prepared to engage with a person you nominate to act on your behalf, however we will require your authorised consent (unless they are acting under a Power of Attorney).
If you are more comfortable using a language other than English, please let us know so that an interpreter can be engaged.
If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service on 133 677 or at relayservice.gov.au.
Our process
Once we receive your complaint, we will provide you with an acknowledgement in your preferred method of communication within 1 business day.
If we can resolve your concern to your satisfaction within 5 business days, we will confirm this with you and will not need to issue a formal written response unless you request one.
We will need to gather information from all parties involved in the complaint and consider that information in light of the situation you have brought to our attention, so we may need to contact you during our assessment to clarify or obtain further information. Our promise is that we will always conduct investigations and assessments in a fair and unbiased manner.
You will receive our final response with clear explanations for our decisions.
Our final response will be provided to you within 30 calendar days of receiving the complaint. However, if your complaint is complex, or there are unavoidable delays in receiving requested information from you, this may affect our ability to meet that target. In those situations we will send you a Delay Notification, which will set out the reasons for the delay and that you may escalate the matter to the Australian Financial Complaints Authority (AFCA), whose contact details are set out below.
Timeframes
- Acknowledgement of a complaint: 24 hours or 1 business day.
- Final response: generally 30 calendar days, unless we issue a Delay Notification.
Contact us
Telephone: 02 9905 9001 Email: team@archcapital.com.au Face to face: at our business office Mail: Level 9, 60 Carrington Street, Sydney NSW 2000
Australian Financial Complaints Authority
AFCA is an independent external dispute resolution scheme that provides fair and free complaint resolution for consumers.
Telephone: 1800 931 678, 9:00am to 5:00pm AEST/AEDT weekdays Email: info@afca.org.au Mail: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001 Online: complaint form at afca.org.au
Importantly, making a complaint is at no cost to you at any stage.
Your privacy
Information you provide in making a complaint is handled in accordance with our Privacy Policy.