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 email@example.com, 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. 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 45 days of receiving the complaint and often much sooner.
If you do not feel your complaint has been resolved satisfactorily you may then refer the matter to our independent external resolution scheme. Australian clients should refer their dispute to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent organisation established to resolve disputes between financial institutions and their customers. You should note that AFCA will not consider a complaint until we have had the opportunity to address the complaint, and any reference to AFCA cannot be made by you until you receive a final response from us or 45 days after the date of your complaint, whichever is sooner.