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Legal

Complaints Handling

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River Capital values feedback from our co-investors as this provides us with the opportunity to assist with any queries or complaints and take steps to resolve any issues that may arise.  

 

If you would like to make a complaint in relation to your investment in any of our investment products, or in relation to financial services we have provided, you can make the complaint by calling or writing to us. Depending on the nature of your complaint, we may ask you to submit your complaint in writing to ensure we fully address your areas of concern. Our contact details are:

 

Phone: +61 3 9825 5111
Email: info@rivercapital.com.au
Address: Level 18, 644 Chapel Street, South Yarra VIC 3141

 

Our Steps

Upon receipt of your complaint, we will:

  • Aim to provide a written acknowledgement within 1business day, or otherwise as soon as practicable
  • Consult with the relevant staff, having regard to thenature and complexity of the complaint
  • Investigate the complaint and make reasonable enquiries to resolve the complaint
  • Keep you updated of the progress of the complaint
  • Attempt to resolve the complaint in an expeditious manner with fair and genuine consideration
  • Prepare and give you a written final response within30 days of receiving the complaint, or if we are unable to provide a final response within 30 days, provide you with:
    • the reason for the delay,
    • information about your right to complain to the Australian Financial Complaints Authority (AFCA), and
    • contact details for AFCA.
  • If your complaint has been resolved within 5 days of receiving the complaint, we will not provide a written final response unless you request one
  • Keep a record of the complaint, and
  • Handle your complaint and personal information in accordance with our Privacy Policy.

 

Escalating Complaints

If you are ultimately dissatisfied with the outcome of your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA) which is an external dispute resolution scheme. The contact details for AFCA are:

 

Website: afca.org.au
Phone: (Australia) 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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