How to raise a concern with us, what happens next, and where to go if you are not satisfied.
Arrowtown Capital & Advisory Pty Ltd ACN 664 812 382 (“Arrowtown”) wants to hear when we have not met your expectations. A complaint is any expression of dissatisfaction with our services, our people or the way we have handled a complaint, where a response or resolution is expected. Making a complaint is free.
You can raise a complaint with your engagement partner, or contact us directly:
To help us respond quickly, please include:
We will acknowledge your complaint within one business day of receiving it and tell you who is handling it. Where we can, we will resolve it straight away.
If more work is needed, the person handling your complaint will investigate it fairly and objectively. They may ask you for further information, will keep you informed of progress, and will explain anything we need from you.
We aim to give you a written response within 30 calendar days. The response will set out our decision and the reasons for it. If we need longer, we will tell you why before the 30 days end and let you know your options for escalating the complaint.
If you are not satisfied with our response, or we have not responded within 30 days, you can ask for your complaint to be reviewed by an Arrowtown director who was not involved in the original matter. We will give you the outcome of that review in writing.
Complaints about legal services provided by our in-house lawyers may also be made to the legal services regulator in your state, such as the Office of the Legal Services Commissioner in New South Wales. You can also seek independent advice about your options at any time.
We handle the information you give us about your complaint confidentially, and in line with the Privacy section of our Terms of Use.