Holon has an established complaint handling process and is committed to properly considering and resolving all complaints. Our complaint handling process is available to direct investors (investors who applied directly through Holon) and indirect investors (investors who have accessed a Holon product via a platform).
If you have a complaint about your investment, please contact Holon Investments Australia Limited:
Holon Investments Australia Limited
Office 18, Level 2 Lawson Place,
165/167 Phillip Street
Sydney NSW 2000; or
Please tell us:
You can appoint someone (must be 18 years or older) to manage your complaint on your behalf (for example, a friend or family member, a legal, or financial counsellor).
We will acknowledge your complaint
Holon will acknowledge receipt of your complaint as soon as practicable. Generally, this will be within 24 hours (or one business day) of receiving it.
We will aim to resolve the complaint as quickly as we can, where possible within 5 business days.
If your complaint is more complex, we may require more time to investigate and assess your complaint. We may also request that you provide more information about your complaint.
We will seek to resolve your complaint as soon as practicable but not more than 30 days after receiving the complaint.
We will provide you with the final written response within 30 calendar days. The final response will outline our findings, proposed resolution, and your right to take the complaint to the Australian Financial Complaints Authority (AFCA).
If we’re unable to do this within 30 days, we’ll tell you the reason for the delay, give you a date you can expect to hear an outcome and continue to update you on our progress.
If you are not satisfied with our response, you may be able to lodge a complaint with the Australian Financial Complaints Authority (“AFCA”). AFCA provides a fair, free and independent dispute resolution service.
Please quote our AFCA membership number: 89906.