top of page

Complaints Resolution Process

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

​

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

​

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.

​

How to lodge a complaint

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:

​

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.

​

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:

  • acknowledge your complaint generally within 5 business days, and

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

​

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

  • may contact you for further details

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

  • 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.  

​

If you are still unhappy

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

bottom of page