Company:BlueTree Equity Pty Ltd t/a A Rich Life
ACN:152 004 343
Authorised representative:Claude Walker (AFSL AR: 1297632)
Licensee:Ethical Investment Advisers Pty Ltd (AFSL: 000276544)
Date Updated:November 2024
Complaints Management Policy      
  1. 1.          INTRODUCTION
    1. The editor of A Rich Life, Claude Walker, is authorised under the Licensee’s Australian Financial Services Licence (“AFSL”) to provide general financial product advice in relation to securities to retail clients.
    2. We are committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace
    3. A complaintis an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
  2. 2.          OUR COMPLAINTS MANAGEMENT PROCESS
    1. We will work proactively to investigate and resolve your complaint. Our policy is to never leave any issue unresolved to your satisfaction. If you have a complaint, please contact us at [email protected]. If it is easier for you to explain your complaint over the phone, please include your best contact number so we can call you.
    2. The person responsible for dealing with your complaint will commence their investigation and may require further details from you and will seek to propose a solution that you are happy with.
  3. TIMEFRAME FOR RESOLVING COMPLAINTS
    1. We endeavour to resolve all complaints as quickly as practicable. It would be reasonable to expect a response to your complaint within 24 hours, but in reality it could be a lot quicker since it would be quite mortifying to receive a complaint and responding would be our highest priority.
  4. 4.          IF YOU ARE UNHAPPY WITH OUR RESPONSE
    1. If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which our Licensee is a member.
    2. You can lodge your complaint with AFCA by sending the relevant information and documents to:

Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Fax: (03) 9613 6399

Email: [email protected]

Website: https://www.afca.org.au/

  • CONTACT US
    • If you have any questions or would like further information about our complaints handling process, please contact us by: