Complaints Policy

How we handle your feedback and resolve your concerns

1. Purpose

At Worldwide Banners Pty Ltd (Authorised Representative No. 1314512 of Capital Guard Pty Ltd, AFSL No. 498434), we are committed to delivering financial services with integrity, transparency, and in compliance with Australian regulatory obligations.

We understand that, from time to time, clients may be dissatisfied with aspects of our services or the products we promote. This policy outlines our approach to handling such complaints in accordance with the Corporations Act 2001, ASIC Regulatory Guide 271 (RG 271), and our obligations as an authorised representative.

This Policy sets out:

how you may lodge a complaint with us;
the options available to assist you if you require additional assistance in lodging a complaint;
our key steps for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
response timeframes; and
details about accessing AFCA where a complaint is not resolved.

2. How to make a complaint?

You may lodge a complaint with us via any of the below channels:

Capital Guard Pty Ltd

Email: support@capitalguard.com.au

Phone: +61 2 9059 7000

Website: https://capitalguard.com.au/

3. Require additional assistance?

Should you require any assistance in lodging your complaint, please contact us or notify our team at any time. We are committed to undertaking best endeavours in assisting you throughout your complaint process.

4. Our complaints process

Once we have received your complaint we will:

1 Acknowledgement

Provide you with an acknowledgement (generally within one business day) that we have received your complaint.

2 Investigation

Investigate your complaint and attempt to resolve it when it is first raised or within 5 business days. If your complaint takes longer to investigate, we will keep you informed and updated on the progress.

2 Formal Response

Provide you with a formal response (generally no later than 30 calendar days after receiving your complaint). Our response will include:

the outcome of our investigation;
our decision in response to your complaint;
any proposals or action items where applicable;
contact details for the Australian Financial Complaints Authority (AFCA)

There may be delays in responding to your complaint within the timeframes mentioned above due to the complexity of the resolution, or, due to circumstances that are outside of our control. If this happens, we will notify you with regards to the delay in advance, the reason for the delay and your options, including your right to escalate your complaint to AFCA.

5. Australian Financial Complaints Authority

If you don’t receive a response to your complaint within the required timeframe, or if you’re not satisfied with our formal response to your complaint, you may be eligible to take your complaint to AFCA.

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA's contact details are below:

Website: www.afca.org.au

Email: info@afca.org.au

Post: AFCA, GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678 (free call)

Time limits may apply to lodge a complaint with AFCA. Therefore, it is important to take prompt action or refer to the AFCA website to determine the expiry date of any time limit that applies to your situation.

Need Additional Help?

If you have any questions about our complaints process or need assistance in submitting a complaint, please don’t hesitate to contact our compliance team.

Download Our Complaints Policy

Save a copy of our Complaints Policy document for your reference. This PDF outlines our complete complaints handling procedures and your rights.

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Important Legal Notice

This Complaints Policy was last updated on May 13, 2025. We may update this policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page, and we encourage you to check back periodically for updates.

Worldwide Banners Pty Ltd (ABN 97 682 642 735) is an Authorised Representative (No. 1314512) of Capital Guard Pty Ltd, the holder of Australian Financial Services Licence (AFSL No. 498434). This policy complies with the requirements of ASIC Regulatory Guide 271. For the most current regulatory information, please refer to the ASIC website or contact our compliance team directly.