Public Complaints Policy

This policy explains how Boston Global Wealth Pty Ltd (ABN 99 691 504 506), Corporate Authorised Representative No. 1318023 of Advisory Circle Pty Ltd, holder of AFSL No. 513052, handles complaints from clients and the public.

Our commitment

We take complaints seriously. A complaint gives us a chance to put something right, learn from what happened, and improve how we work. Every complaint is reviewed by a senior member of the team. There is no cost to make a complaint.

How to make a complaint

You can raise a complaint through any of the channels below. We accept complaints in writing or by phone.

What to include

To help us investigate quickly, please include:

• Your name and preferred contact details
• A description of what happened and when
• What outcome or resolution you are seeking
• Copies of any relevant documents (statements, correspondence, agreements)

Our internal process

Once we receive your complaint we will work through it using the following steps. This is our Internal Dispute Resolution (IDR) process and it complies with ASIC Regulatory Guide RG 271.

1. Acknowledgment. We will confirm receipt of your complaint within one business day by phone or email and assign it a reference number.
2. Investigation. A senior member of the team will review the facts, speak with the people involved, and consider the documents and law that apply.
3. Response. We will provide a written response setting out our findings, our proposed resolution, and the reasons for it. We aim to provide this response within 30 calendar days. If your complaint is complex and we need longer, we will tell you in writing before day 30 and explain why.
4. Outcome. If we agree with your complaint, we will set out the remedy. If we do not agree, we will explain our reasons and let you know your right to escalate the matter to AFCA.

If you are not satisfied with our response, or you have not received a response within 30 calendar days, you can take the complaint to the Australian Financial Complaints Authority at no cost.

External dispute resolution — AFCA

AFCA is an independent external dispute resolution body that handles complaints about financial firms in Australia. AFCA's decisions are binding on us. AFCA is independent of Boston Global Wealth and Advisory Circle.

AFCA can consider most complaints about financial advice, investment products, insurance, credit, and superannuation. Time limits apply to lodging a complaint with AFCA, so do not delay if you wish to escalate.

Privacy in complaints handling

We will use the personal information you give us in a complaint to investigate and respond to it. We may need to share that information with relevant third parties, including external advisers, our professional indemnity insurer, or AFCA. We will not share more than is reasonably necessary.

Our handling of personal information is governed by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. More detail is in our Terms and Conditions.

Reporting and review

We keep a register of all complaints and review it periodically to identify common themes and ways to improve our service. Aggregate data may be reported to our AFSL holder, our professional indemnity insurer, and to regulators when required.

Contact for this policy

Questions about how we handle complaints, or this policy, can be directed to:

Logan Wong, Founding Partner
Boston Global Wealth Pty Ltd
Level 8, 10 Spring Street, Sydney NSW 2000
Phone (02) 8348 3489
Email logan@bostonglobalwealth.com.au