Complaints

From time to time you may be unhappy with a product or service provided by Columbus Investment Services Limited (CISL). If you are unhappy, we would like you to tell us about it and let us know how you think we can fix it.

CISL aims to ensure that investors and other clients are treated fairly and consistently when handling complaints and, that complaints are handled in an efficient, timely and effective manner. We have a Complaints Handling Policy and a summary of our complaints handling process can be provided free of charge to investors and other clients.

You may make a complaint even where you have invested in a CISL Fund through an Investor Directed Portfolio Service (IDPS) provided your complaint is in connection with your investment in the CISL Fund. Any complaint received by CISL from a client of an IDPS operator in respect of a CISL Fund will be handled in accordance with our Complaints Handling Policy.

If you have a complaint, contact CISL’s Complaints Officer in person at our registered office or by telephone, in writing, by email using the details below:

What happens next?

What happens if your complaint is not resolved?

If you are a retail client and CISL has not resolved your complaint to your satisfaction within the time allowed, you may contact the external dispute resolution service CISL is a member of. This service is free of charge to you. You must complete CISL’s internal dispute resolution procedure before contacting the external dispute resolution service.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call) 1
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

CISL’s membership details are:

Name of relevant entity

ACN

AFSL

AFCA Member No#

Columbus Investment Services Limited

095 162 931

221183

11226