1. Internal Dispute Resolution

As part of its on-going commitment to the development of enduring relationships with its clients, Angas Securities Limited has developed this policy for addressing and resolving any complaints that may arise.

Angas Securities Limited provides a Toll Free telephone facility for its retail clients. The Toll Free Number is 1800 010 800. This can be availed of by clients who have complaints arising from their dealings with the company.

Any client complaints are considered in the first instance by the Manager - Retail Lending. Each manager is required to review and discuss the basis of the complaint and seek to resolve the matter as promptly and amicably as possible in formulating the complaint as well as offering any appropriate and reasonable assistance (where required).

Should a complaint not be capable of resolution by the designated manager then a written report will be prepared by the Manager – Retail Lending for consideration by the Managing Director and the client. The company will request the client to provide a written response within seven days or longer if requested by the client. The Managing Director will then invite the client to meet with him to attempt to resolve the dispute. In all respects, Angas Securities Limited will strive to provide procedural and substantive fairness in dealing with complaints from retail clients.

Following the intervention of the Managing Director and the meeting with the client the company will within twenty-one days write a letter to the client. If the response to the complaint is not capable of being presented within that time then a holding response will be given to the client including an indication of when a final response is expected to be ready. If the complaint is resolved then the letter will set out the terms of the resolution. Otherwise, the Managing Director will set out his reasons for refusing the client's complaint. Also, the letter will set out the avenues for External Dispute Resolution.

2. External Dispute Resolution - Credit Ombudsman Service Limited

A client may refer an unresolved complaint to the Credit Ombudsman Service Limited ("COSL"). Angas Securities Limited is a member of COSL – Membership No. 411743. For further details go to www.cosl.com.au

The role and procedures of COSL are set out in the COSL Rules which are not replicated in this policy document. In summary, COSL deals with client complaints by:-

  • providing consumers with a free, accessible alternative to legal proceedings for the resolution of their complaints against its members;
  • acting as an ASIC-approved complaints resolution body for the financial services industry; and
  • actively facilitating the resolution of complaints about financial services.

The broad aim of COSL is to provide for the independent and prompt resolution of consumers' complaints against members, having regard to:

  • relevant legal requirements and rights provided by law to consumers;
  • applicable codes of practice;
  • good industry practice in the financial services industry; and
  • fairness in all the circumstances.
3. Remedies

Angas Securities Limited will provide clients with remedies which are as fair and appropriately crafted to the circumstances as possible. In determining what remedy may be appropriate, Angas will have regard to the terms of any agreement between Angas and the client, relevant legal and equitable principles, industry best practice and concepts of fairness.

For further information please email us at contact@angassecurities.com