AFSL License number: 298902 (+61) 2 9247 8533 tnicklin@shed-ent.com.au

Complaints Policy and Procedure

Shed Enterprises (Shed) is committed to ensuring that any person or organisation using services provided by Shed or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and
equity, fairness, accountability and transparency.

The organisation will provide a complaints management procedure that: 

    • is simple and easy to use 
    • is available to all clients and stakeholders 
    • ensures complaints are fairly assessed and responded to promptly 
    • is procedurally fair and follows principles of natural justice 
    • complies with legislative requirements. 

Our Commitment

If you make a complaint to Shed you can expect that we will: 

    • treat you with respect 
    • tell you what to expect while your complaint is being looked into 
    • carry out the complaint handling process in a fair and open way 
    • provide reasons for decisions that are made 
    • protect your privacy 

What can I make a complaint about?

You can make a complaint to Shed about the delivery of Shed services, per contract terms.

Shed Enterprises undertakes customer service handling per the terms disclosed within some customer contracts. Shed Enterprises does not have the authority to directly investigate complaints about these organisations. If you have a complaint regarding one of our customers, we recommend that you discuss the complaint with the organisation directly.

A person wishing to make a complaint may do so in writing or verbally to:

    • the staff member they were dealing with at the time, unless you are making a complaint about this person 
    • The Operations Manager 
    • the Chief Operating Officer or Chief Executive, or

If the complaint is about: 

    • a product or service delivered by Shed, the complaint will normally be dealt with by the relevant relationship manager 
    • a staff member, the complaint will normally be dealt with by the relevant senior manager 
    • a senior staff member, the complaint will normally be dealt with by the Chief Operating Officer or the Chief Executive 
    • the Chief Operating Officer, the complaint will normally be dealt with by the Chief Executive Shed Enterprises 
    • the Chief Executive, the complaint will normally be dealt with by the Chief Operating Officer 
    • Internal complaints, where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Grievance Policy of Shed Enterprises 

Written complaints may be sent to the attention of the Operations Manager. The Operations Manager will be responsible for receiving this correspondence and directing it to the appropriate person. 

Procedure for compaints management

The person managing the complaint will be responsible for: 

1. REGISTERING THE COMPLAINT: 

registering the complaint in the Shed Enterprises complaints register 

informing the complainant that their complaint has been received and providing them with information about the process and time frame 

2. INVESTIGATING THE COMPLAINT: 

examining the complaint within 5 working days of the complaint being received 

informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution. 

As far as possible, complaints will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution. 

3. RESOLVING THE COMPLAINT: 

making a decision or referring to the appropriate people for a decision within 20 working days of the complaint being received 

Informing the complainant of the outcome and any options for further action if required 

4. WHAT IF I AM UNHAPPY WITH THE RESOLUTION? 

If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint. 

https://www.afca.org.au/ – The Australian Financial Complaints Authority 

RECORD KEEPING 

A register of complaints will be kept by Shed Enterprises. The register will be maintained by the Operations Manager and will record the following for each complaint: 

Details of the complainant and the nature of the complaint 

  • Date lodged 
  • Action taken 
  • Date of resolution and reason for decision 
  • Indication of complainant being notified of outcome 
  • Complainant response and any further action 

Copies of all correspondence and other materials received by Shed in connection with any complaints will be kept for 7 years. 

The complaints register and files will be confidential and access is restricted to the Operations Manager, the Chief Operating Officer, and the Chief Executive. 

A statistical summary of complaints will also be kept by Shed Enterprises and maintained by the Operations Manager. The Operations Manager will be responsible for preparing a report on received feedback and complaints once month to the Chief Operating Officer, and the Chief Executive. 

 

  • Sebastian Mays joined Shed Enterprises in 2014 and works as an Analyst and a Retail Business Development Manager.

    Previously Sebastian worked for evolution media group; a media led finance education TV production company, where he was responsible for client relationship management and CRM maintenance, data reporting and analysis, sales and sales reporting and digital marketing and distribution.

    He earned a Bachelor of Arts from Monash University where he was actively involved in the Monash Marketing Student Society as a committee member for networking coordination. He is currently undertaking his Graduate Diploma in Applied Finance at Macquarie University.

  • Sean Scallan joined Shed Enterprises in January 2020 and is responsible for wholesale distribution of Shed-aligned managers. Sean brings with him 15+ years’ experience covering distribution for private equity, financial consulting, financial advice and private wealth. Prior to Shed, he led the sales function at a global media, publishing and events organisation, which focused on investor education. Working with best-in-class global and Australian fund managers and the full spectrum of institutional investors, consultants, wholesale investors and researchers, industry associations, politicians, and academics.

    Sean holds a Bachelor of Banking, Finance & Risk Management (Griffith University, Australia) and a Bachelor of Arts in Human Resource Management, Psychology & Sociology (NMMU, South Africa)

  • Philip McLean joined the team at Shed Enterprises in 2021 as a Business Development Manager and Investment Specialist, focusing on sales, strategic planning and distribution of investment opportunities to target investor markets with a focus on wholesale and institutional capital pools

    Philip brings over 20 years’ experience to this role having worked across financial markets; covering stockbroking, investment banking, investment and funds management, portfolio management, relationship management and sales.

    Philip holds a Batchelor of Business ( Economics and Human Resource Management), A Graduate Diploma of Applied Finance ( FINSIA) and is accredited by the ASX in ASX Derivatives. Philip is RG146 qualified in Securities, Derivatives, Managed Investments and Superannuation.

  • Trish Nicklin joined the team in February 2020 as a Marketing and Operations Manager. With 25+ years experience as an Operations, Customer and Marketing Executive for global investment banks, custodians and financial market operators, Trish will be focusing on our operations and customer service delivery along with marketing and public relations for our clients. Trish holds an Assoc Dipl Accounting, Dipl Business, Dip Superannuation, Post Grad Cert Business Leadership (CSU), and a Post MBA Grad Certificate in Transformational Leadership (ANU).

  • Rugby Kliousis joined Shed Enterprises in 2021 as a Business Development Associate working alongside senior sales managers in service delivery of sales data and investor information to customers including research, marketing and data analytics.

    Previously Rugby worked for CMC markets ( Stockbroking) as a client executive, where he was responsible for account management, customer planning and education, analytics, reporting, marketing and sales for high net worth clients.

    Rugby holds a Bachelor of Business ( International Business) and a Bachelor of Commerce ( Finance) from the University of Newcastle. Rugby is RG146 qualified in Securities, Derivatives and FX.

  • After several freelance assignments for shed enterprises, Janene Knight joined the company full time in January 2010, taking up the position of General Manager.

    Previously, Janene had worked on a freelance basis within the Australian feature film industry for a period of ten years, followed by the transition to the production of TV commercials. She held positions as Production Manager, then as a Producer of commercials for many independent production houses and feature film producers. Other positions followed, including Executive Producer for Zealot Productions, which is a boutique creative marketing and post production house. At Oasis Films, a TV Commercials production business, she was involved in all aspects of running the business. She also worked as a Producer for Channel 7’s Marketing and Promotions department leading up to the Sydney 2000 Olympics.

    Janene holds a Bachelor of Arts (Communications) from the University of Technology, Sydney and a Master of Business Administration from Macquarie Graduate School of Management.

  • sheridan_lee

    Sheridan Lee

    EXECUTIVE CHAIR & MANAGING DIRECTOR

      +61 2 9247 8533   +61 411 101 492
     slee@shed-ent.com.au

    Sheridan Lee set up Shed Enterprises in 1996 and has over 23 years experience in PR and marketing within financial services in Australia. She began her career as a reporter for film industry magazine Encore, before assisting publisher Greg Bright in launching a new financial title, Super Review, where she later became Editor. From there Sheridan moved to Fairfax Magazines where she spent a year as deputy editor of Personal Investor and contributor to BRW.

    In 1990 Sheridan moved into marketing, working with global financial services groups including Swiss Bank (now UBS) and Alliance Capital. Her role entailed business development, client servicing, branding and product development for the institutional marketplace.

    Initially devoted to marketing global investment management firms in Australia, Sheridan has worked for a number of leading financial services houses in various capacities including business development and media strategy.

    Sheridan holds a Bachelor of Economics from the University of Sydney.

  • William Morgan joined Shed Enterprises in 2014 and is a Product Specialist across the spectrum of asset classes in which Shed operates. William has brought with him a diversity of experience which he has gathered in roles across both finance and technology.

    Previously, William worked for Credit Suisse as an Equity Derivatives trader for over seven years operating in the Asian and Australian markets. During this time William participated in major technology projects covering systems for product distribution, risk management and automated trading strategies.

    Prior to this, William worked in technology focused roles as a software developer, analyst and solution architect in banking and finance, as well as the health and property sectors.

    William holds the degree of Bachelor of Commerce from the University of Queensland.

  • Cameron Farrar joined shed enterprises in 2018 as a Senior Investment Specialist. With a career spanning over 20 years in the financial services and superannuation industries, Cameron’s experience covers a number of business areas including: Sales and Marketing; Product Development and Project Management; and Capital Markets.

    Cameron has held senior positions in global firms including eight years with Macquarie Bank where he was the National Sales Manager and prior to that Australian Unity Investments where he was responsible for the distribution of fixed interest, domestic and international equity, and property funds into primary markets.

  • William Morgan joined shed enterprises in 2014 and is a Product Specialist across all of the managers that Shed works with. William has brought with him a diversity of experience which he has gathered in roles across both finance and technology.

    Previously, William worked for Credit Suisse as an Equity Derivatives trader for over seven years, with a focus on Asian and Australian markets. William was responsible for portfolios that incorporated vanilla, exotic and cross market equity derivatives across all Asian markets. In addition William led and participated in major technology initiatives driving the bank’s approach to risk management, product distribution and automated trading systems.

    Prior to this, William worked in technology focused roles as a software developer, analyst and solution architect in banking and finance, as well as the health and property sectors.

    William holds the degree of Bachelor of Commerce from the University of Queensland and is currently studying a Masters of Data Science and Innovation at UTS.