This policy describes:
The formal definition is; A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. It is not a requirement that the complaint has merit for it to be considered a complaint.
What does this mean – if you’re unhappy about something that we have done, or how we have provided a service, we would like to hear about it so that we can fix it.
Anyone can lodge a complaint if they are not happy with Rivkin.
Under our licence conditions, we have to provide a formal process for dealing with complaints for retail clients as well as any small business which is a business with less than 100 staff at time of complaint. A retail client is meant to cover most Australians. The propert definition is a retail client is anyone who is not a wholesale client. A wholesale client is a person or entity that has obtained a qualified accountant’s certificate stating they have net assets of at least $2.5 million, or a gross income for each of the last two financial years of at least $250,000.
You can lodge a complaint with us either online, by email, by phone, in person or using social media (where you have made a comment on our social media sites). Our contact details are at the bottom of this policy. We encourage complaints and will deal with everyone that makes complaints in a professional manner. All of our staff are trained to be able to deal with complaints. We will accept complaints but will not tolerate unreasonable complainant conduct.
If you need a hand in order to lodge a complaint, please give us a call so that we can assist.
Our key steps in dealing with your complaint:
Our Complaints Policy is being provided written in English. Please call us if you require the Complaints Policy in another language or if you require it in another format e.g. Braille, Moon, AUSLAN.
Our publicly available Complaints Policy is available from our Website www.rivkin.com.au, or from our office.
Compliance Manager
Rivkin
1 Kings Cross Road
Rushcutters Bay NSW 2011
Website: http://www.rivkin.com.au/
Email: [email protected]
Phone: 1300 748 546
Fax: +612 8302 3601
LinkedIn: www.linkedin.com/in/rivkin-securities-50543a174/
Monday to Friday - 9am to 5pm
DISCLAIMER: Rivkin aims to provide clear and simple information to those visiting our website. If any part of this disclaimer does not make sense, please phone Rivkin on 02 8302 3600 and ask to speak with a member of our Dealing and Relationship Management Team. Rivkin provides general advice and dealing services on securities, derivatives and superannuation (SMSF). Rivkin also provide SMSF administration and accounting services. Rivkin does not provide advice that takes into account your, or anybody else’s, investment objectives, financial situation or needs. We strongly suggest that you consult an independent, licenced financial advisor before acting upon any information contained on this website. Investing in and trading securities (such as shares listed on the ASX) and/or derivatives (such as Contracts for Difference or ‘CFDs’) carry financial risks. CFDs carry with them various additional risks that differ from more simple securities such as fully-paid company shares. Some of these risks include not owning the underlying instrument from which a price is being derived, settling trades ‘over the counter’ with a financial institution rather than on a stock exchange, and using leverage to gain access to trades that may have a higher face value than your initial deposit. This risk of leverage means that it is possible to lose more than your initial investment. Our aim is to create more life choices for our clients, which means improving the wealth of clients throughout many market cycles by nurturing a relationship spanning many years. If you are not comfortable with your understanding of the risks involved before using a Rivkin product and service, please contact our office to seek further information or a Product Disclosure Statement, or make an appointment to sit with one of our friendly financial experts. It is in our interest for your Rivkin experience to be a rewarding and comfortable one. Rivkin is a trading name of Rivkin Securities Pty Ltd ABN 87123290602, which holds Australian Financial Services Licence No. 332 802.
TRADING PERFORMANCE DISCLAIMER: Rivkin advise you not to rely solely on back tested data or statistics in order to make any trading decisions. We suggest you contact our relationship managers to arrange access to our live membership site on trial basis. Here you will be able to view all actual historical trading recommendations (and results) provided to clients over the last 20 years which can be used to inform your own assessment of the potential returns based on your individual situation. Please be advised that past performance is not a reliable indicator of future performance. The value of your investment may rise and fall, and you may not receive the amount originally invested.
MAINSTREAM SEPARATELY MANAGED ACCOUNT DISCLAIMER: Perpetual is the both the Issuer and the Responsible Entity of the Mainstream Separately Managed Product, which means it is responsible for the overall governance and compliance of the product. Perpetual does this under The Trust Company (RE Services) Limited Responsible Entity, part of the Perpetual Group. ABN 45 003 278 831. AFSL No 235150.