Complaints procedure

1. Introduction and our commitment

A complaint is any expression of dissatisfaction about our service, our staff, our platform or our communication, where a response or resolution is expected. Complaints are not an inconvenience to be managed; they are the fastest feedback we receive about where the service actually falls short. We undertake to acknowledge, investigate and answer every complaint we receive, in writing, within the timelines set out below.

We handle complaints in line with the applicable Australian requirements for complaint handling, and this procedure is designed so that a consumer can also take an unresolved matter to external dispute resolution via AFCA.

2. How the process works

The process has four stages. First, lodgement: you send your complaint by email to [email protected], ideally with the word "complaint" in the subject line. Second, acknowledgement: we confirm receipt and assign a reference number. Third, investigation: a person not involved in the events you describe reviews the records, which can include account logs, transaction histories and correspondence. Fourth, response: you receive our findings, the reasoning behind them and, where the complaint is upheld, what we will do about it.

Each stage has an owner and a deadline, described under timelines below. If we need information from you during the investigation, the clock pauses until we receive it, and we tell you that has happened.

3. What you should include

To investigate fairly, we need specifics: your name and the email address on the account; dates and times where relevant; what happened, in your own words; what outcome you are seeking; and copies of any messages or documents that relate to the matter. A clear, factual account lets us reach a finding faster than a long, angry one.

Please do not include full passwords, one-time codes or complete copies of identity documents in a complaint email; we will request specific documents through secure channels if verification of identity is required. Never send credentials to anyone, including us.

4. Timelines

We acknowledge complaints within one business day of receipt. Where the matter is straightforward, we aim to provide a full response within five business days. Complex cases, such as those involving transaction tracing or third-party providers, can take up to fifteen business days, and we will keep you informed of progress rather than leaving you to wonder. If a delay beyond that becomes necessary, we write to you explaining why and giving a revised date.

These timeframes reflect the expectations that apply to financial service providers operating in Australia, and we treat them as maximums to beat, not targets to drift towards.

5. Escalation and external dispute resolution

If our response does not resolve the matter to your satisfaction, you can ask for the complaint to be reviewed at a more senior level within our team, and we will tell you who is handling that review. Internal escalation follows the same investigation standards with fresh eyes on the file.

Consumers whose complaints remain unresolved after our internal process have access to external dispute resolution via AFCA, the Australian Financial Complaints Authority, which can consider eligible complaints independently. We participate in that scheme as part of operating within the applicable Australian framework, and our final response letter will confirm your eligibility to take the matter further and how to do so.

6. Our commitments to you

We commit to the following standards in every complaint: transparency, meaning we tell you what we are doing and why; confidentiality, meaning your complaint is seen only by the people who need to see it; objectivity, meaning the person deciding was not the person involved; communication, meaning you hear from us at every stage, including when the news is not what you hoped for; fairness, meaning outcomes follow the evidence and the applicable terms, not the loudness of the complaint; and learning, meaning recurring themes feed back into product and process changes.

7. Contact information

Complaints go to [email protected], which reaches the Client Support & Compliance team during support hours (Monday to Friday, 8:00 am to 6:00 pm AEST). Written complaints can also be posted to our office at Level 14, 10 Carrington Street, Sydney NSW 2000. Whichever channel you use, the process and the timelines are the same.

8. Related pages

Some concerns are better served by a different page than a complaint. Suspected fraud or impersonation belongs on the Fraud warning page, together with immediate protective steps. Questions about verification delays or document requirements are answered on the AML / KYC policy page. Withdrawal timing, limits and holds are explained in the Withdrawal policy, and the general risks of trading in the Risk disclosure.