About Us (Our History)

Complaints

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:

Email at mail@twynam.com
Phone us on (02) 9325 9000
Through our feedback form at the bottom of this page
Write to us at 226 Liverpool St, Darlinghurst, NSW 2010

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
How you would like the complaint to be 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 24 hours
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 maybe 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:

Email info@boutiquecapital.com.au
Phone at 1800 541 155
Online at www.boutiquecapital.com.au
Mail at Boutique Capital, Suite 211, 3 Eden St, North Sydney NSW 2060

Twynam Funds Management Pty Ltd ACN 665 482 119 (Twynam Funds Management) is a corporate authorised representative (CAR) (CAR Number 1302016) of Boutique Capital Pty Ltd ACN 621 697 621 (Boutique Capital) AFSL 508011. Any information or advice is general advice only and has been prepared by Twynam Funds Management 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.