Dispute Resolution

Bloomed Capital’s Complaints Handling Charter


Bloomed Capital is committed to providing an efficient, fair and accessible complaints handling process to the

benefit of both the company and those who feel they have a genuine complaint to make. The

purpose of this charter is to provide a guide to Bloomed Capital complaints handling process as set out below.


Who can make a complaint?

This charter is intended for any person with any complaint related to the goods and services

provided by our company.


 What should be included in my complaint?

Please provide details of your complaint including the nature of your complaint; relevant supporting

documents; employees with whom you may have previously discussed your issue; relevant dates

and times.


How do I make a complaint?

Verbal or written complaints may be made by contacting Bloomed Capital’s Group General Manager:


Name: Kieran Westlake

Phone: +61 7 3040 6599

Address: PO Box 3199 West End QLD 4101

Email: kieran@bloomedcaptial.com


What happens once I have lodged a complaint?

Your rights

Once you have made a complaint you have the right to:

  • Include with the complaint any relevant documentation in support of your complaint;
  • Be treated courteously;
  • Receive prompt acknowledgment of receipt of the complaint and/or prompt resolution;
  • Expect the complaint to receive fair and genuine consideration by Bloomed Capital;
  • Have information that you provide treated confidentially unless Bloomed Capital has reasonable grounds otherwise;
  • Have the complaint dealt with in a reasonably prompt manner having regard amongst other things, to the time taken for the receipt and dispatch of mail and the nature and complexity of the complaint;
  • Not to be charged for making a complaint;
  • Be informed of the outcome and conclusion of the complaint and the reason for the decision.


Your Responsibilities

Not to make complaints that are frivolous, unnecessary or have been previously dealt with;

Provide such assistance as Bloomed Capital may reasonably request for the purpose of assessing and

processing your complaint


External Dispute Resolution

In the event that a complaint remains unresolved despite all reasonable attempts by both parties to resolve the matter, the complaint may be referred by either party, to the Australian Financial Complaints Authority (AFCA). Further details of AFCA’s procedure can be obtained by contacting them directly (www.afca.org.au).

Australian Financial Complaints Authority

Online: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001


Will this process change over time?

The complaints handling process is current at the time of printing and may change from time to