Complaints Policy

Rosecap Pty Ltd welcomes complaints and treats them as an opportunity to resolve concerns and improve our services. Making a complaint is free. A complaint is an expression of dissatisfaction about our products, services, decisions or complaint handling where a response or resolution is expected. You do not need to use a special form or describe your concern as a formal complaint.

How to contact us

Email [email protected], call 1300 396 575, or write to Rosecap Pty Ltd, Suite 1057, 189 Queen Street, Melbourne VIC 3000, Australia. Please tell us what happened, any relevant transaction or account reference, and the outcome you seek. You may have someone assist you or act on your behalf with your authority. If you need help communicating, an interpreter, an accessible format or another reasonable adjustment, tell us and we will work with you.

What we will do

We will acknowledge your complaint promptly, ordinarily within one business day where practicable. We will assess its urgency, investigate the relevant records and information, consider your circumstances and provide a fair response. We may contact you for more information. We will explain the outcome and our reasons in a written internal dispute resolution (IDR) response when required.

Timeframes

For an ordinary complaint, we will provide our IDR response no later than 30 calendar days after receiving the complaint, unless a different timeframe or a permitted exception applies under applicable law or ASIC Regulatory Guide 271. If we cannot meet the applicable timeframe, we will tell you why, when we expect to respond, and how to contact AFCA where required. We aim to resolve concerns sooner whenever possible.

Independent review

If you are dissatisfied with our IDR response, or we do not respond within the applicable timeframe, you may lodge an eligible complaint with the Australian Financial Complaints Authority (AFCA), subject to its rules and time limits. AFCA is free and independent. Visit www.afca.org.au or call 1800 931 678. You do not have to agree to arbitration under Rosecap’s Terms to use AFCA. You may also have other rights under applicable law.