HMC Capital takes all complaints seriously. Every complaint will be:

  1. acknowledged quickly;
  2. investigated objectively and impartially and will be considered on their merits considering the individual circumstances and needs of the complainant;

Following investigation, we will:

  1. notify the complainant of our findings and any actions we have taken or plan to take regarding the complaint;
  2. amend our business practices or policies, where appropriate; and
  3. record the complaint for audit and continuous improvement opportunities.

We aim to resolve your complaint in a timely and efficient manner. Where required in accordance with our internal procedures, we will provide a written response to you within 30 days of your complaint being received. If we resolve your complaint within 5 business days of receipt, we will generally not provide you with a written response unless you ask for one. If your complaint is particularly complex, or there are relevant circumstances outside our control, we will provide you with a delay notification within 30 days of your complaint being received. This delay notice will set out our reasons for the delay in providing a written response and your right to escalate the complaint to Australian Financial Complaints Authority (AFCA).

If you wish to make a complaint, please email Please let us know if you require assistance to make a complaint, including by another means, in another language or if you required a printed version of this document.

If your complaint relates to an investment product or service and has not been resolved within 30 days, or you are not satisfied with the process followed, you may seek assistance from AFCA.

AFCA is a free and independent dispute resolution service that considers complaints about financial service providers and their affiliates operating in Australia. AFCA can investigate disputes that fall within their Terms of Reference and make decisions that are binding on the financial services provider. Contact details for AFCA are:

GPO Box 3
Melbourne VIC 3001 (Australia)

1800 931 678