Additional information on our complaints procedure.
In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should email our Trading Services Department at firstname.lastname@example.org or call 1800 601 734, as the vast majority of complaints can be dealt with at this level.
If Trading Services are unable to resolve the matter you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly in writing for the attention of the Compliance Department. You can send the complaint to email@example.com. The Compliance Department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within 30 days of receiving the complaint and often much sooner.
If you do not feel your complaint has been resolved to your complete satisfaction you may then refer the matter to our independent external resolution authority. Australian clients should refer their dispute to the Australian Financial Complaints Authority (AFCA). New Zealand clients should refer their dispute to the Financial Services Complaints Limited (FSCL).
AFCA & FSCL are independent organisations established to resolve disputes between financial institutions and their customers. You should note that AFCA & FSCL will not consider a complaint until we have had the opportunity to address the complaint, and any reference to AFCA or FSCL cannot be made by you until you receive a final response from us or 30 days for Australian clients, or 45 days for New Zealand clients, after the date of your complaint, whichever is sooner.
Contact the FSCL: