The Responsible Entity for the Atrium Evolution Series – Diversified Fund (Fund) has established procedures for dealing with complaints. If an investor has a complaint, they can contact the Responsible Entity or the Investment Manager during business hours.
The Responsible Entity will use reasonable endeavours to deal with and resolve the complaint within a reasonable time but in any case, no later than 45 days after receipt of the complaint.
If an investor is not satisfied with the outcome, the complaint can be referred to an independent external dispute resolution scheme. If you lodge a complaint before 1 November 2018, you can lodge it with the Financial Ombudsman Service (FOS). FOS’s postal address is GPO Box 3, Melbourne, Victoria 3001 and the toll-free number is 1300 780 808. FOS’ role and terms of reference are specified in FOS’ Rules available from their website www.fos.org.au.
If you lodge a complaint on or after 1 November 2018, you can lodge it with the Australian Financial Complaints Authority (AFCA). From 1 November 2018, AFCA will be the new external dispute resolution scheme for complaints involving financial services and products and will replace FOS. On and after 1 November 2018, you can contact AFCA on 1800 931 678, or by writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
The FOS will continue for a further period to deal with any open disputes it has at the commencement date of AFCA.
All investors (regardless of whether you hold units in the Fund directly or hold units indirectly via an IDPS) are able to access the Responsible Entity’s complaints procedures outlined above. If investing via an IDPS and your complaint concerns the operation of the IDPS then you should contact the IDPS operator directly.