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COMPLAINT RESOLUTION PROCESS

At Purpose Ventures, we are committed to helping you and doing what’s right. 

We care about what you think and welcome your compliments, suggestions, and complaints. 

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If you are dissatisfied with us, a service, product, staff, or the handling of a complaint, and you need a response or resolution, then you have a complaint. 

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How to lodge a complaint

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You can let us know about your dissatisfaction with us, our staff, service, product, or our complaints handling process in whichever way is best for you:

 

 

  • Phone us on: +61 8 6230 2600

 

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You can also use these contact methods if you would like further information about our complaints handling process.

 

Information we need

 

If your feedback is about a complaint, we will ask for certain information from you, including:

 

  • your name

 

  • your contact details

 

  • how you prefer to be contacted

 

  • a description of your complaint, and 

 

  • how you would like the complaint resolved.

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When to expect a response

 

We work proactively to investigate and resolve complaints as quickly as practicable, and many complaints can be resolved within days or on the spot.

 

Where a complaint cannot be resolved immediately, we will:

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  • acknowledge your complaint generally within 24 hours, and

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  • give you the contact details of the person responsible for dealing with your complaint.

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The person responsible for dealing with your complaint will commence their investigation and:

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  • may contact you for further details

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  • keep you informed about the status of your complaint at different times

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  • let you know the expected timeline for your complaint to be resolved, which may be up to 30 calendar days

 

  • your role in getting the complaint concluded, if applicable

 

  • when they complete their investigation, contact you about the outcome, and any resolution that may be available to you where applicable.

 

Where your response cannot be resolved within 30 days, we will be in contact with you

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If you are still unhappy

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If you are not satisfied with the way we handle your complaint, you can contact our Australian Financial Services Licensee Boutique Capital Pty Ltd by:

 

 

  • Phone: 1800 541 155

 

 

  • Mail: Boutique Capital, Suite 211, 3 Eden St, North Sydney NSW 2060

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Disclaimer

The Purpose Ventures group of companies (The Purpose Ventures Group) includes various entities who are corporate authorised representatives (CAR) of Boutique Capital Pty Ltd ACN 621 697 621 (Boutique Capital) AFSL 508011. The full list of entities are detailed in Appendix 1.

 

Any information or advice is general advice only and has been prepared by The Purpose Ventures Group for individuals identified as wholesale investors for the purposes of providing a financial product or financial service, under Section 761G or Section 761GA of the Corporations Act 2001 (Cth). Any information or advice given does not take into account your particular objectives, financial situation or needs and before acting on the advice, you should consider the appropriateness of the advice, having regard to your objectives, financial situation and needs. If any advice relates to the acquisition, or possible acquisition, of a particular financial product you should read any relevant Product Disclosure Statement or like instrument.

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