Complaints

How to Make a Complaint

Impax is committed to prioritising client’s interest and providing a high level of service to them. Nonetheless, there may be occasions where clients feel that they have an issue that they would like to be addressed in relation to such services. If you wish to complain, you may raise a complaint by contacting Impax. Contact details are provided below. Impax’s takes such concerns seriously and endeavours to promptly respond to and resolve complaints.

Impax has established, implemented and maintains complaints management policies and procedures aimed to facilitate the settlement of disputes quickly and fairly and to fulfil Impax’s regulatory obligations. Please see below a summary of Impax’s Complaints Procedure.

Impax will investigate complaints in a prompt and fair manner and according to the guidelines below. This process is free of charge. If you are contacting us via email or post, please attach all information or documents relevant to the matter to your correspondence to ensure that your submission is handled efficiently.

We will endeavour to clarify your request promptly and follow the actions described below, upon receipt of a complaint:

• We will commence an investigation.
• We will issue an initial written acknowledgment, stating receipt of the complaint, no later than 5 business days.
• We will keep you informed of the progress of the complaint.

If there are any delays and we are unable to resolve your concern within 40 business days after receipt of the complaint, Impax will provide a holding response explaining why Impax is unable to resolve your complaint at this time and specifying the timeframe for the next point of contact.  

If, after receiving a final response, you are not satisfied, you may also be eligible to refer the matter to the appropriate local financial ombudsman or the appropriate alternate dispute resolution mechanism.