Important Information

This website is owned and operated by Hamilton Wealth Partners Pty Ltd ACN 155 674 043 AFSL 440046 (HWP). By accessing and/or using this website and related services, you agree to the terms set out below, which include our Privacy Policy (available here) (Terms). You should review our Privacy Policy and these Terms carefully and immediately cease using our website if you do not agree to these Terms. We may at any time vary these Terms by publishing the varied terms of use on this website.

Any information provided by HWP on this website is provided for informational purposes only and is general in nature and has not considered your personal circumstances. It is not a recommendation or endorsement by HWP to acquire interest in any financial product. Before you rely on the content to make an investment decision you should speak to your adviser or consider the appropriateness of the information advice having regard to your personal circumstances. 

If the information relates to a financial product then you should also consider the Product Disclosure Statement for the product before making an investment decision.

If the content contains information on historical performance, you should understand that past performance may not be a reliable indicator of future performance and should not be used in isolation to make investment decisions.

Any information on this website is current at the time it is first published. It is however subject to change without notice and HWP does not accept any responsibility to inform you of any matter that subsequently comes to its notice, which may affect any of the information contained in this website and assumes no obligation to update the website following publication.

HWP, its directors and employees disclaim all liability for any errors in, or omission from, this website or for any resulting loss or damage suffered by the recipient or any other person as a consequence of relying upon this website. HWP makes no warranties or representations that access to this website will be uninterrupted or error-free or free from viruses, or that this website will be secure.

This website may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, HWP does not endorse and are not responsible for the content on those linked websites and have no control over or rights in those linked websites.

HAMILTON WEALTH PARTNERS COMPLAINTS HANDLING POLICY

How to make a complaint

We want to give our clients the best experience, so if you’re unsatisfied in any way we’d like you to tell us about it.

We’ll take your feedback seriously and aim to resolve your complaint in a respectful, fair and reasonable way as quickly as we can. We ask that you treat us with respect also and provide us with reasonable assistance during the process. 

Our complaints process

1. Collect any documents or records that relate to your complaint, including information on any relevant times, dates and names that could assist our investigation.
2. Get in touch with us and tell us about your complaint, including what happened and how you think it could be fairly resolved. You may need to provide us with some personal information, including your name and contact details which we will collect in accordance with our privacy policy.

The best way to contact us is by telephone at 03 9275 8888 or email at information@hamiltonwealth.com.au.

You can also make an anonymous complaint, but it will likely make it more difficult for us to investigate and resolve your complaint. If you prefer, you can authorise someone else to talk to us on your behalf, for example, a friend or family member, a legal representative or financial counsellor.

3. We will acknowledge your complaint and try to resolve it as quickly as possible, if not straight away.

How long will the process take?

We aim to resolve all complaints as quickly as possible. If we can’t give you an answer immediately, we’ll aim to get back to you within 5 business days.

Some complaints require more investigation. If this happens with your complaint, we’ll give you a written response within 30 days of receiving your complaint. We’ll also keep you informed of our progress.

If we can’t resolve your complaint within 30 days, we’ll get in touch to explain why and let you know how to contact the Australian Financial Complaints Authority (AFCA).

What happens if you’re not happy with our response?

As a financial services business, we’re required to be a member of AFCA, which provides free external dispute resolution services to consumers. If you’re not happy with our response, you can refer your complaint to AFCA.

Australian Financial Complaints Authority (AFCA)

GPO Box 3

Melbourne  VIC  3001

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

If your complaint is about privacy, you should contact The Office of the Australian Information Commissioner.

Office of the Australian Information Commissioner

GPO Box 5218

Sydney  NSW  2001

Website: oaic.gov.au

Phone: 1300 363 992