1. Purpose and scope

ANNEAU Limited (“ANNEAU”, “we”, “us” or “our”) welcomes feedback and is committed to resolving complaints fairly, effectively and promptly. This Policy explains how clients, former clients, prospective clients and their authorised representatives may complain about a financial service, advice, decision, act or omission of ANNEAU.

This public Policy applies to complaints connected with services supplied by ANNEAU under its Investment Adviser (Unrestricted) licence. It describes our customer-facing process and does not limit any right or remedy available under law.

2. What we mean by a complaint

A complaint is an expression of dissatisfaction about ANNEAU, our people, our services, advice, communications, conduct, decisions or complaints handling, where a response or remedy is expressly or implicitly expected.

Examples may include dissatisfaction concerning:

• the quality, suitability or delivery of a service or advice;
• a delay, error, omission or failure to follow an agreed instruction;
• fees, charges, statements, reports or communications;
• the conduct of a representative or service provider acting for ANNEAU; or
• the way a previous concern or complaint was handled.

3. How to make a complaint

Please make your complaint in writing so that there is a clear record of the issue and the outcome you seek. You may use the complaint form on this page or any of the following channels:

We can record a verbal complaint and assist you, but you should confirm it in writing for the formal complaint and external-escalation process.

4. Information to include

Please provide enough information for us to understand and investigate the complaint, including:

• your full name and preferred contact details;
• your Client Identification Number or another relevant account or reference number, where applicable;
• a clear statement that you are making a complaint;
• what happened, including relevant dates, people, communications and transactions;
• the effect the matter has had on you and the outcome or remedy you are seeking;
• copies of relevant correspondence, agreements, statements or other supporting material; and
• a signed authorisation if you are acting for another person or entity.

5. Assistance and accessibility

If you need help to formulate or lodge a complaint, please contact us. We will provide reasonable assistance and can discuss an appropriate communication method or accessible format. An authorised representative may complain on your behalf, subject to satisfactory evidence of authority.

6. What happens after we receive your complaint

If exceptional circumstances prevent us from completing the review within the applicable period, we will inform you of the reason, provide an update and explain the external route available to you. This does not extend or remove any statutory right.

7. Fairness, independence and remedies

We will make reasonable efforts to investigate all relevant circumstances. Where a complaint is upheld in whole or in part, we will consider an appropriate remedy, which may include an explanation, apology, correction, completion of an action, process improvement or another form of redress permitted by law and appropriate to the circumstances.

A complaint involving the conduct of the person ordinarily responsible for handling complaints will be escalated to another suitably authorised person to preserve independence and objectivity.

8. Charges

ANNEAU does not charge complainants for making or pursuing a complaint through our internal complaints process.

9. Confidentiality and personal data

We will handle complaint information confidentially and use it only for investigating and resolving the complaint, complying with legal and regulatory duties, establishing or defending legal claims, improving our services and related legitimate purposes.

Our handling of personal data is described in our Website Privacy Policy. Information may be disclosed where authorised by you, required by law or reasonably necessary to regulators, the Ombudsperson, professional advisers, insurers or service providers subject to appropriate safeguards.

10. If you remain dissatisfied

ANNEAU Limited does not hold a Global Business Licence. If you are dissatisfied with our written decision, or if you do not receive a decision within 30 days after making written representations to us, you may lodge a written complaint with the Office of the Ombudsperson for Financial Services, subject to its jurisdiction and applicable requirements.

The Ombudsperson generally requires you first to have complained to ANNEAU in writing. You should retain a copy of your complaint, our reply (if any), supporting documents and evidence of any authority to act for another person. Lodge any external complaint promptly and within applicable statutory time limits.

How to lodge a complaint  |  Complaint forms

11. Records, monitoring and improvement

We maintain appropriate records of complaints, investigations, correspondence, decisions and remedies for the period required by applicable law and our approved retention schedule. Complaint data is analysed to identify recurring or systemic issues, control weaknesses, service improvements and training needs.

Management and the Board, or an appropriate Board committee, receive periodic complaints reporting and oversee corrective actions where required.

12. Policy governance and review

The Compliance Officer is responsible for administering this Policy. The Policy will be reviewed periodically and whenever there is a material change to applicable law, regulatory guidance, ANNEAU’s services or its complaints process.

The version published on ANNEAU’s website is the current public version. Material changes will be reflected through an updated effective or review date.

13. Contact