Complaints and Dispute Resolution Policy
Kingsway Group Limited ("Kingsway") is the responsible entity for the Kingsway Premium Income Fund, which is a registered managed investment scheme.
Kingsway seeks to deliver an optimal level of client service and is committed to handling any complaint quickly, fairly and in strictest confidence. Kingsway has developed complaint-handling procedures for dealing with complaints and this document outlines the internal and external complaints handling process.
What should I do if I have a complaint?
If you have a complaint about any aspect of our services you should contact us by telephone or in writing. Kindly send your complaint to:
The General Manager
Kingsway Group Limited
PO Box 111
MIRANDA NSW 2228
We will acknowledge receipt of your complaint in writing within 14 days.
If a solution to a complaint is agreed upon.
A timetable will be implemented for the proposed action to be carried out.
If a solution to a complaint cannot be agreed upon.
If we are unable to resolve your complaint within 45 days, we will explain why and advise you that you may then refer your complaint to the Financial Industry Complaints Service Limited ("FICS").
FICS is a free service for consumers with complaints concerning the financial services industry. The service is independent, free and, pursuant to their Rules, FICSÌ decisions are binding on financial service providers.
For further information, contact FICS on:
Tel: 1300 780 808
Do not hesitate to ask one of our staff for a FICS brochure.
You may also refer your complaint to the Australian Securities and Investment Commission ("ASIC") if you are dissatisfied with the outcome. The telephone number for ASIC is 1300 780 885.
Kingsway Group Limited ("Kingsway") is the responsible entity for the Kingsway Premium Income Fund, which is a registered managed investment scheme.
Kingsway seeks to deliver an optimal level of client service and is committed to handling any complaint quickly, fairly and in strictest confidence. Kingsway has developed complaint-handling procedures for dealing with complaints and this document outlines the internal and external complaints handling process.
What should I do if I have a complaint?
If you have a complaint about any aspect of our services you should contact us by telephone or in writing. Kindly send your complaint to:
The General Manager
Kingsway Group Limited
PO Box 111
MIRANDA NSW 2228
We will acknowledge receipt of your complaint in writing within 14 days.
If a solution to a complaint is agreed upon.
A timetable will be implemented for the proposed action to be carried out.
If a solution to a complaint cannot be agreed upon.
If we are unable to resolve your complaint within 45 days, we will explain why and advise you that you may then refer your complaint to the Financial Industry Complaints Service Limited ("FICS").
FICS is a free service for consumers with complaints concerning the financial services industry. The service is independent, free and, pursuant to their Rules, FICSÌ decisions are binding on financial service providers.
For further information, contact FICS on:
Tel: 1300 780 808
Do not hesitate to ask one of our staff for a FICS brochure.
You may also refer your complaint to the Australian Securities and Investment Commission ("ASIC") if you are dissatisfied with the outcome. The telephone number for ASIC is 1300 780 885.
