Complaints

Lodging a complaint

We are fully committed to providing exceptional service and products to our clients. However, if you are dissatisfied then you can lodge a complaint by contacting us directly, either via email or mail, at:

Email: info@elmri.com

Mail: Level 1, 555 Collins Street, Melbourne VIC 3000, Australia

Who can complain

We accept complaints from clients who have invested directly with us, and those who have invested with us through an IDPS (such as Netwealth, Hub24, or Mason Stevens).

If you require additional assistance to lodge a complaint, we will accept complaints made by a nominated representative, such as friends, family, financial advisors, and legal representatives.

Complaints Process

1. Once you lodge a complaint, we will acknowledge the receipt of it within 48 hours.

2. Once we have collected all required information about the complaint, we will conduct our assessment.

3. We will aim to resolve the complaint as quickly as we can, where possible within 5 business days.

4. If the complaint is not resolved within 5 business days, we will provide you with the final written response within 30 calendar days. The final response will outline our findings and proposed resolution.