Internal Dispute Resolution Procedure

Hermes Capital Australia Pty Ltd is committed to fair and prompt resolution of any disputes or complaints. Please let us know any concerns you may have promptly because a conversation can learn how to serve you better and continually improve our internal customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation or two with our Dispute Resolution Officers.

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing. When we receive a complaint, we will attempt to resolve it promptly. Should you have a complaint about services, please contact:

Katherine Mawer

1 John Street Waterloo NSW 2018
P: 02 9690 0611

Nicholas Samios

1 John Street Waterloo NSW 2018
P: 02 9690 0611

The Dispute Resolution Officers are  senior personnel in our organisation and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes. We do not to charge any fee in respect to any complaint.

If the initial discussions don’t provide a customer with a satisfactory resolution then our Dispute Resolution Officers will normally request that the complaint be put into writing. Once we have the complaint in writing we will confirm receipt and provide an estimated time for resolution.

We will observe the following principles in handling your complaint:

  • We expect that both parties will make a genuine attempt to resolve a complaint promptly;
  • We expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint;
  • We expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.

For more details on our Internal Dispute Procedure please click here.