Complaint Resolution Process

Last updated January 9th, 2024

Complaint Resolution Process

At Tractor Ventures Pty Ltd, 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:

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: [email protected] 
  • Phone: 1800 541 155
  • Online: www.boutiquecapital.com.au
  • Mail: Boutique Capital, Suite 211, 3 Eden St, North Sydney NSW 2060

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Disclaimer

Tractor Ventures Pty Ltd ACN 626 048 084 (Tractor Ventures) is a corporate authorised representative (CAR) (CAR Number 1287213) 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 Tractor Ventures for individuals identified as wholesale investors for the purposes of providing a financial product or 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, financial situation or needs and before acting on the advice, you should consider the appropriateness of the advice, having regard to your objectives, financial situation and needs. If any advice relates to the acquisition, or possible acquisition, of a particular financial product you should read any relevant Product Disclosure Statement or like instrument and consult your own professional advisers 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 are beyond the control of Tractor Ventures and their directors, employees, advisers or agents. Tractor Ventures does not guarantee any particular rate of return or the performance, nor does Tractor Ventures and its directors personally guarantee the repayment of capital or any particular tax treatment. Past performance is not indicative of future performance.

All investments carry some level of risk, and there is typically a direct relationship between risk and return. We describe what steps we take to mitigate risk (where possible) in the investment documentation, which must be read prior to investing. It is important to note that risk cannot be mitigated completely.