Rubicon is committed to providing a high standard of service to our clients. If our level of service has failed to meet your expectations, you should raise your concerns with us. Rubicon’s complaint handling process is designed to ensure that your concerns are treated seriously and that any complaint is addressed promptly and fairly.

Your complaint may be lodged either verbally or in writing and will be dealt with in strict confidence. Rubicon has appointed Investor Relations Manager who is tasked with ensuring the prompt and impartial investigation of your complaint.

Address:
Investor Relations Manager
Rubicon Asset Management Limited
Level 2, 287 - 289 New South Head Road
EDGECLIFF NSW 2027

T: (61 2) 9302 2100

In most cases, your complaint will be resolved at the initial point of contact. However, in those circumstances where your complaint warrants further investigation, we will send you a written acknowledgement of receipt of your complaint promptly and an investigation will then be carried out. Upon completion of the investigation, and in any event within 45 days, we will write to advise you of our findings. In exceptional circumstances and where it has not been possible to adequately investigate your complaint within 45 days, we will notify you in writing of the reasons for the delay and nominate an extension.

Upon receipt of our findings, if you are not satisfied with the outcome or if you believe you have not received a fair hearing, you may refer the matter back to us outlining your concerns or comments. Where appropriate, we may undertake a further review of the matter and make another attempt to reach a resolution.

Rubicon is a member of an external dispute resolution scheme, Financial Industry Complaints Service (FICS). In all cases, if an investor is dissatisfied with the response from us, the investor can raise the matter directly with FICS:

Financial Industry Complaints Service
PO Box 579
Collins St West
Melbourne VIC 8007

T: 1800 335 405