Transparency
We explain what we found and why, in plain language and in writing.
Complaints procedure
If something has gone wrong, we want to know, and we want to put it right. This page explains how to complain, what happens next and where to go if you are not satisfied with our answer.
Our approach
A complaint is any expression of dissatisfaction about our service, our staff, a fee or the way a matter was handled, where a response or resolution is expected. You do not need to use special words or a form. If you are unhappy, you can tell us.
We treat every complaint seriously, we investigate it fairly, and we use what we learn to improve. Making a complaint will not affect how you are treated.
Typical matters include a fee you do not understand, a delayed deposit or withdrawal, a problem with a strategy running outside the limits you set, a verification decision you disagree with, or the conduct of a member of staff. If you are not sure whether your concern counts as a complaint, send it to us anyway and we will handle it correctly.
If you are in financial difficulty, or if a family member or carer wishes to raise a complaint on your behalf, tell us and we will adjust how we communicate and what proof we need. We can provide information in other formats where that helps.
How the process works
Contact us
Email [email protected] with the subject line "Complaint". You can also raise it with your account manager, who will log it.
We acknowledge it
You receive a written acknowledgement with a reference number, usually within one business day.
We investigate
A person who was not involved in the original matter reviews the facts, the records and anything you have sent us.
You get our response
We write to you with the outcome, the reasons for it and any remedy we propose. We will also explain your options if you disagree.
What we need from you
The more specific you are, the quicker we can resolve things. Please include:
- Your full name and the email address on your account
- What happened, with dates and, if relevant, amounts and transaction references
- What you would like us to do about it
- Any screenshots, statements or correspondence that help
What not to send
Please do not include your password, one-time codes, API secrets or complete card numbers in a complaint. We will never need them to look into a complaint, and anyone who asks for them is not from us.
Timeframes
| Stage | Our target |
|---|---|
| Written acknowledgement | Within one business day of receiving your complaint |
| Standard complaint: final response | Within 30 calendar days |
| Complaint about a hardship or financial difficulty request | Within 21 calendar days |
| If we need longer | We tell you why before the deadline and give a new date |
Where a complaint is more complex, for example when it involves a payment provider or an exchange, we may need to ask them for records, which can take longer. We will tell you when that is the case, and we will keep you updated at least every ten days until it is resolved. Under Australian rules, complaints are expected to be resolved within 30 days. Some categories have shorter limits, and where they apply we will meet them.
If you are still not satisfied
If you are unhappy with our final response, or if we have not responded within the time allowed, you can take the matter to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme. It is free to use for consumers, and it can consider complaints that fall within its rules.
You may contact AFCA at any time after our final response or after the 30 day period has run out. You do not need to pay a fee or hire a lawyer to do it. Time limits can apply for lodging a complaint with AFCA, so it is best not to wait too long. Details of how to reach AFCA are available from our support team and on its website.
What we commit to
Confidentiality
Your complaint is shared only with people who need it to resolve it.
Objectivity
Someone independent of the original issue reviews it.
Communication
You receive regular updates and a named contact until it is closed.
Learning
We record the cause of every upheld complaint and fix it where we can.
Contact: [email protected], Monday to Friday, 9:00 to 17:30 AEST/AEDT, excluding public holidays. Our address is Level 6, 15 London Circuit, Canberra ACT 2601, Australia.