Complaints Management Policy
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Blue Ink Investment Fund (the Fund) aims to ensure that all complaints are effectively and efficiently managed and resolved to the satisfaction of our investors. If you are unhappy with a product or service please make use of our complaints handling process which is detailed in the policy below.
A complaint may encompass dissatisfaction with our products, services, staff and handling of your personal information.
This Complaints Management Policy intends to ensure that:
- You are aware of how to lodge a complaint with our organisation.
- Options are available to you for external assessment of complaint resolution
- Rapid Response Timeframes
- Your rights to approach the Australian Financial Complaints Authority (AFCA) and the instances to approach such body.
LODGING A COMPLAINT
Kindly lodge your complaint via phone or email and address to;
Blue Ink Investment Fund Complaints Officer
By phone: +61478413147
In writing:
By email: stephen.croll@blueink.investments
Complaints may be lodged personally or by an authorised representative on your behalf. A representative may be your financial counsellor, legal representative holding power of attorney, family member or friend.
COMPLAINTS MANAGEMENT PROCEDURE
We will assess your complaint and request any additional information and supporting documentation which we may require to effectively investigate the complaint.
Following finalisation of our investigation of the complaint we will respond to you within 30 days of lodgement advising of:
- The outcome of our investigation and actions taken to resolve the complaint. If the complaint has not been resolved, provide reasons for the failure to resolve the complaint.
- If we are still in the process of actively investigating and resolving the complaint, advise that additional time to respond is required.
- Your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA) if the complaint has not been resolved to your satisfaction.
RESPONSE TIMEFRAMES
Blue Ink Investment Fund will acknowledge receipt of your complaint within 24 hours or as soon as is reasonably practicable.
We will endeavour to response to your complaint within 30 days of receiving the complaint. In an instance where the complaint is complex we may require additional time to investigate and resolve the complaint. In such an instance we will advise you in writing of the time delay.
IF WE ARE UNABLE TO RESOLVE YOUR COMPLAINT:
If we have not resolved your complaint within the time allowed, or we have not resolved your complaint to your satisfaction you may escalate the complaint to AFCA, who is an independent and impartial ombudsman for external dispute resolution.
Australian Financial Complaints Authority
- Website: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (toll free)
- Postal Address: GPO Box 3, Melbourne, VIC 3001
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