Complaints Handling Policy
1. Scope
This policy sets out how Burlingame Pty Ltd (ACN 671 446 263), trading as Burlingame Partners (Burlingame), handles complaints about its services, people or conduct from investors, applicants and counterparties.
2. Making a complaint
Contact Daniel Sharp at enquiries@burlingamepartners.com or by post to PO Box R1054, Royal Exchange NSW 1225. Please include what happened, when, and the outcome you are seeking. There is no charge.
3. Timeframes
| Step | Timing |
|---|---|
| Acknowledgment | Within 1 business day |
| Progress updates | At least every 10 business days |
| Final written response, with reasons | Within 30 calendar days |
If a complaint needs longer, we will explain why and give a revised date before the 30 days expire.
4. Handling
Complaints are handled by someone not involved in the matter where possible. Complaints about Daniel Sharp are reviewed by an independent person where practicable. We may share complaint details with parties involved in the relevant service, our advisors, insurers and regulators, as needed to resolve it or meet our obligations.
5. Privacy complaints
If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner (www.oaic.gov.au).
6. Records and review
All complaints are recorded, reviewed quarterly for recurring issues, and kept for at least seven years. This policy is reviewed at least every two years.
Complaints about our financial services are also reported to our Australian financial services licensee.