Complaints Policy
Last updated: May 2026
Arthur’s Gate Capital Pty Ltd ABN 82 696 589 723 (“Arthur’s Gate Capital”, “we”, “us” or “our”) is committed to providing high-quality financial services. We take all complaints seriously and are committed to resolving them fairly, consistently and promptly.
Arthur’s Gate Capital is a member of the Australian Financial Complaints Authority (AFCA), an ASIC-approved external dispute resolution (EDR) scheme. This policy explains how we handle complaints and your right to escalate to AFCA if you are not satisfied with our response.
1. What Is a Complaint?
A complaint is any expression of dissatisfaction made to us — related to our products, services, staff or the handling of a previous complaint — where a response or resolution is explicitly or implicitly expected.
2. How to Make a Complaint
You may lodge a complaint with us through any of the following channels:
• Email: christian@arthursgatecapital.com
• Website: arthursgatecapital.com
• In writing: addressed to the Complaints Officer, Arthur’s Gate Capital Pty Ltd, C/- 406 Dana St, Ballarat VIC 3350
To help us resolve your complaint quickly, please provide:
• your name and contact details;
• a clear description of your concern and the outcome you are seeking; and
• any relevant supporting documents or information.
3. Our Internal Dispute Resolution Process
Step 1 — Acknowledgment
We will acknowledge receipt of your complaint within 1 business day (or as soon as reasonably practicable).
Step 2 — Investigation
We will investigate your complaint promptly and impartially, by a person with the appropriate authority to handle complaints who was not involved in the subject matter of the complaint. If we need further information from you, we will contact you as soon as possible.
Step 3 — Response
We aim to provide you with a written response within 30 calendar days of receiving your complaint. In complex matters, we may need additional time and will keep you informed of our progress throughout.
Our response will:
• confirm whether your complaint has been upheld, partially upheld or not upheld;
• explain the reasons for our decision;
• describe any remedy or action we propose to take; and
• inform you of your right to refer the matter to AFCA if you remain dissatisfied.
4. External Dispute Resolution — AFCA
If you are not satisfied with our response to your complaint, or if we have not provided a response within 30 days of receiving your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair and independent dispute resolution service for consumers and small businesses.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits apply to lodging a complaint with AFCA. Please refer to the AFCA website or contact AFCA directly for further information on time limits and eligibility.
5. Confidentiality
All complaints will be handled confidentially and in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Information collected during the complaints process will only be used to investigate and respond to your complaint, and for the purposes of improving our services.
6. Continuous Improvement
We record and review all complaints to identify trends, improve our services and prevent issues from recurring. Complaint data is used as part of our ongoing commitment to service excellence and regulatory compliance.
7. Contact Us
To make a complaint or for any questions about this policy, please contact us:
Arthur’s Gate Capital Pty Ltd
ABN 82 696 589 723
Email: christian@arthursgatecapital.com
Website: arthursgatecapital.com