Complaint Resolution Process

At Paloma, we are committed to helping you and doing what’s right.
We care about what you think and welcome your compliments, suggestions, and complaints.
If you are dissatisfied with us, a service, product, staff, or the handling of a complaint, and you need a response or resolution, then you have a complaint.

How to lodge a complaint

You can let us know about your dissatisfaction with us, our staff, service, product, or our complaints handling process in whichever way is best for you:

Email at nick@palomagroup.com
Phone us on +61401069434
Through our online feedback form
Write to us at 165 Riley Street, Darlinghurst, NSW 2010, Australia

You can also use these contact methods if you would like further information about our complaints handling process.

Information we need

If your feedback is about a complaint, we will ask for certain information from you, including:

your name
your contact details
how you prefer to be contacted
a description of your complaint, and
how you would like the complaint resolved.

When to expect a response

We work proactively to investigate and resolve complaints as quickly as practicable, and many complaints can be resolved within days or on the spot.

Where a complaint cannot be resolved immediately, we will:

acknowledge your complaint generally within 24 hours, and
give you the contact details of the person responsible for dealing with your complaint.

The person responsible for dealing with your complaint will commence their investigation and:

may contact you for further details
keep you informed about the status of your complaint at different times
let you know the expected timeline for your complaint to be resolved, which may be up to 30 calendar days
your role in getting the complaint concluded, if applicable
when they complete their investigation, contact you about the outcome, and any resolution that may be available to you where applicable.

Where your response cannot be resolved within 30 days, we will be in contact with you.

If you are still unhappy

If you are not satisfied with our we handle your complaint, you can contact our Australian Financial Services Licensee Boutique Capital Pty Ltd by:

Email: info@boutiquecapital.com.au
Phone: 1800 541 155
Online: www.boutiquecapital.com.au
Mail: Boutique Capital, Suite 211, 3 Eden St, North Sydney NSW 2060

Paloma Capital Fund Manager Pty Ltd ACN 652 430 594 and Paloma Capital Fund 1 VCMP GPPty Ltd ACN 652 429 724 (The Paloma Group) are corporate authorised representative’s(CAR) (CAR Numbers 1292817 and 1292809) of Boutique Capital Pty Ltd ACN 621 697 621(Boutique Capital) AFSL 508011.Any information or advice is general advice only and has been prepared by The Paloma Groupfor individuals identified as wholesale investors for the purposes of providing a financial productor financial service, under Section 761G or Section 761GA of the Corporations Act 2001 (Cth).Any information or advice given does not take into account your particular objectives, financialsituation or needs and before acting on the advice, you should consider the appropriateness ofthe advice, having regard to your objectives, financial situation and needs. If any advice relatesto the acquisition, or possible acquisition, of a particular financial product you should read anyrelevant Product Disclosure Statement or like instrument and consult your own professionaladvisers about legal, tax, financial or other matters relevant to the suitability of this information.Any investment(s) summarised are subject to known and unknown risks, some of which arebeyond the control of The Paloma Group and their directors, employees, advisers or agents. ThePaloma Group does not guarantee any particular rate of return or the performance, nor does ThePaloma Group and its directors personally guarantee the repayment of capital or any particulartax treatment. Past performance is not indicative of future performance.All investments carry some level of risk, and there is typically a direct relationship between riskand return. We describe what steps we take to mitigate risk (where possible) in the investmentdocumentation, which must be read prior to investing. It is important to note that risk cannot bemitigated completely. For complaints please visit this link.