Legal

Complaints Handling Procedure

Effective July 2026 · Version 1.0

1. Our commitment

If something hasn’t gone the way you expected, we want to know. Complaints are how we improve, and how we put things right when we get them wrong. This procedure sets out how to raise a complaint, who’ll handle it, and how quickly you can expect a resolution.

You can raise a complaint without fear of any negative effect on the rest of your engagement. We don’t penalise clients for complaining.

2. What can be the subject of a complaint

You can complain about any aspect of Coppick’s service, including:

— The quality of advice, research, or work product.
— The conduct of Ryan Coppick or any supplier we’ve recommended.
— Communication issues — response time, accuracy, tone.
— Fees, invoicing, or refund matters.
— The handling of your personal information.
— Anything else related to your engagement.

3. How to make a complaint

Complaints can be made in writing or by phone. We prefer written complaints because they let us respond precisely to what’s been raised.

— Email: hdh@coppickpropertyadvisory.com (subject line: “Complaint”).
— Post: 6 Hartley Street, Toll QLD 4820.
— Phone: 0400 223 862 — state that you wish to make a formal complaint. We record it at the time and follow up in writing within 2 business days.

4. The four-stage process

— Stage 1 — Acknowledge (within 2 business days): We confirm in writing that we’ve received your complaint and tell you what’s happening next.
— Stage 2 — Investigate (within 14 calendar days): We review the relevant communications, files, and any third-party involvement. We may contact you for additional information.
— Stage 3 — Respond (within 30 calendar days): We respond in writing with our finding, any proposed resolution, and the reasoning. If we need more time, we tell you why and provide a revised timeframe.
— Stage 4 — Escalate (anytime): If you’re not satisfied with our response, you can escalate to an external body (see section 6).

5. Resolution outcomes

Depending on the nature of the complaint, possible resolutions include:

— An apology and explanation.
— Re-doing the affected work at no additional cost.
— A full or partial refund of fees paid (under the Refund & Cancellation Policy).
— Updating Coppick’s processes to prevent recurrence.
— Removing a supplier from Coppick’s trusted-team register.

The proposed resolution will reflect the nature and impact of the complaint. We do not offer financial compensation beyond fees paid for the affected service. This in no way limits any statutory rights to compensation you may have under the Australian Consumer Law.

6. External escalation

If you are not satisfied with our response, you have the right to escalate to one or more of the following bodies, depending on the nature of the complaint:

— Office of Fair Trading Queensland (OFT) — for complaints about licensed real estate conduct under the Property Occupations Act 2014. Phone 13 74 68 or visit qld.gov.au/fairtrading.
— Queensland Civil and Administrative Tribunal (QCAT) — for small consumer disputes. Visit qcat.qld.gov.au.
— Office of the Australian Information Commissioner (OAIC) — for privacy complaints. Visit oaic.gov.au.
— Australian Competition and Consumer Commission (ACCC) — for Australian Consumer Law matters. Visit accc.gov.au.

7. Records

Coppick maintains a written record of every complaint received, the investigation undertaken, the resolution offered, and the outcome. Records are kept for 5 years and are available for inspection by the OFT or other regulatory bodies if requested.

8. No retaliation

Raising a complaint will not affect your engagement, your access to the supplier network, or any current or future relationship with Coppick. We expect clients to hold us accountable. We do not penalise them for it.