We hope you will not have cause to do so, but if you have a complaint, in the first instance, please email us at [email protected] or call us on (02 8766 0566). Please include brief details of your complaint and your BrickX account if possible. These details will be reviewed internally at BrickX and also further provided to either the Compliance Manager at Theta or the Compliance Manager at BrickX Financial Services Limited (BrickX Financial Services) depending on the cause of the complaint.
Acknowledgement of receipt of the complaint is to occur as soon as possible (generally within five working days), and every effort will be made to resolve the complaint within one month of date of receipt.
If your complaint is not resolved to your satisfaction after using our internal complaints procedures, you can contact the Financial Ombudsman Service (see the PDS for contact details) if lodged before 1 November 2018 and the Australian Financial Complaints Authority if lodged on or after 1 November 2018 (refer below contact details). Both Theta and BrickX Financial Services are members of the Financial Ombudsman Service and Australian Financial Complaints Authority.