Complaints handling

1. About this process

A complaint is an expression of dissatisfaction about a product, service, decision, delay, communication or the way a concern was handled, where a response or resolution is expected. You do not need to use legal language or identify the process by name.

Corvenhall Trust records complaints separately from ordinary support enquiries so trends, obligations and unresolved issues can be monitored. We will treat you respectfully and will not disadvantage you for raising a genuine concern.

2. Step one: tell us what happened

Email [email protected] with the subject “Complaint”, or ask support to register your existing enquiry as a complaint. State the issue, when it occurred and the outcome you seek.

If the matter concerns urgent account security, say so prominently and contact your bank or payment provider where a transfer may be at risk. Complaint review does not replace immediate protective action.

3. Step two: acknowledgement and allocation

We acknowledge the complaint promptly and give a reference. A person with appropriate authority is assigned, and conflicts of interest are considered before substantive review begins.

The acknowledgement identifies any information needed and the expected next communication. Complex matters may require records from the executing provider, a bank or a technical service.

4. Step three: investigation

The reviewer examines relevant account history, communications, transaction or payment records, system logs, applicable terms and staff information. Both the facts supporting the complaint and information that may lead to a different conclusion are considered.

We may ask focused questions or request evidence. Send documents only through the approved secure channel and redact passwords, authentication codes and complete payment-card details.

5. Step four: outcome and action

The written response explains the decision, material reasons and any proposed remedy or corrective action. Where part of a complaint is accepted and part is not, each element is addressed separately.

A remedy can include an explanation, correction of information, restoration of a function, fee adjustment, apology, process change or another outcome appropriate to the circumstances and legal rights.

6. Information to include

• Your full name and safe contact details.
• The relevant account or case reference, without including a password.
• Dates, amounts, payment references and a chronological description.
• Copies of relevant messages or screenshots, with sensitive credentials removed.
• The practical outcome you believe would resolve the issue.

Do not provide passwords, one-time codes, private keys, recovery phrases or unnecessary identity documents. We will identify a secure process if additional personal information is required.

7. Timeframes

We aim to acknowledge complaints within one business day. Straightforward matters may be resolved earlier; a final response is generally targeted within 30 calendar days for complaints covered by the Australian financial complaints framework, subject to the provider and issue.

If an outcome cannot be provided within the applicable period, we explain the reason, what remains outstanding and the available external pathway. Urgent financial hardship, security or vulnerability concerns are prioritised.

8. External review and AFCA

If internal review does not resolve the complaint, you may be able to approach the Australian Financial Complaints Authority (AFCA), provided the financial firm responsible for the service is an AFCA member and the complaint falls within its rules.

The relevant legal provider and membership details should appear in its disclosure and complaint documents. This page does not claim AFCA membership for an entity whose verified details were not supplied. You may also seek independent legal advice or contact an appropriate regulator.

9. Our commitments

• We provide access to the process without charge.
• We consider information objectively and manage conflicts.
• We protect complaint information and disclose it only where necessary or lawful.
• We communicate in plain language and explain material delay.
• We preserve relevant records and use complaint themes to improve controls.
• We recognise accessibility, hardship and vulnerability needs.

10. Contact

Send complaints to [email protected]. Postal delivery can be directed to Client Support & Compliance at [AU ADDRESS], Sydney NSW, Australia once the verified street address has been inserted.

Keep your reference and copies of correspondence. If the complaint relates to another provider, Corvenhall Trust will explain the appropriate recipient where it can identify one.