Alpha Private Pty Ltd (“Alpha Private”) is committed to client service and satisfaction. However if you are unhappy with the service you have received and feel you have somehow been left disadvantaged, it is important that you let us know. The purpose of this guide is to help you understand the process that should be followed to help us resolve your dispute or complaint.
What if I have a complaint?
Alpha Private has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute about our service. Our internal dispute resolution procedures are free of charge.
We are also a member of an independently approved External Dispute Resolution Scheme (EDR) called the Australian Financial Complaints Authority.
How to make a complaint
In the first instance, please contact David Scannell at david.scannell@alphaprivate.com.au, or on (02) 8283 8386 to submit your complaint. David is our internal complaints officer and we want to hear if you are not happy with our services. You may contact us verbally or in writing.
If your complaint can easily be understood and fixed David will co-ordinate this for you. David may request that you provide certain documents and other information to fully understand your complaint and the remedy you are seeking.
Alpha Private’s response
Alpha Private will:
a) Confirm receipt of your complaint within 2 working days.
b) Endeavour to resolve your complaint within 10 working days. If your complaint is more complex, we will endeavour to resolve it within 20 working days.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations and response.
What if I am still not satisfied?
If you are still not satisfied with the outcome, you have the option, at any time thereafter, to contact the Australian Financial Complaints Authority on 1800 931 678 (free call). The EDR is a free service established to provide you with an independent mechanism to resolve specific complaints.