Complaints 

Regal Partners Limited (RPL) and its related bodies corporate (collectively, Regal Partners) are committed to providing investors with the best possible service. If, at any time, you are dissatisfied with a service provided by Regal Partners, please contact us so we can work toward a resolution.

How to make a complaint

You can make your complaint in writing (letter, email or online), by telephone or in person.

Please contact us using any of the following methods:

Phone:              +61 2 8197 4358
Email:                investorrelations@regalpartners.com
Mail:                  Regal Partners Limited
                            Level 46, Gateway
                            1 Macquarie Place
                            Sydney NSW 2000

Please provide:

• full contact details (including your account name and number) to enable us to respond to you quickly; and
• as much detail as possible regarding the nature of your complaint, together with any supporting documentation (where relevant).

If you need assistance to make a complaint, we will accept complaints from a representative who is authorised to act on your behalf.

Our commitment

We will:

• acknowledge your complaint either verbally or in writing within one business day, or as soon as practicable;
• investigate your complaint, confirm what went wrong and consider the most effective course of resolution; and
• provide you with a final written response setting out our proposed resolution as soon as possible, but in any event within 30 days of receiving your complaint. We will usually not provide you with a written response where we have resolved your complaint to your satisfaction within five business days of receiving it and where you have not requested a response in writing.

Keeping you informed

If the resolution of the complaint is particularly complex, or due to reasons beyond our control, we are unable to provide you with a final written response within 30 days, we will let you know the reasons for the delay and if applicable, your right to complain to the Australian Financial Complaints Authority (AFCA) (as per below).

External dispute resolution

Certain entities within Regal Partners are members of AFCA (AFCA Members). If you are a retail client and you have been provided with a financial product or service by an AFCA Member, you can lodge a complaint with AFCA if an issue relating to an AFCA member has not been resolved to your satisfaction. AFCA provides fair and independent complaint resolution services that are free to consumers.

Website:          www.afca.org.au
Email:                info@afca.org.au
Telephone:      1800 931 678 (free call)
In writing:         AFCA, GPO Box 3, Melbourne VIC 3001