Complaints and Dispute Resolution

1. Introduction and our commitment

A complaint is any expression of dissatisfaction about our service, staff, platform behaviour, or handling of your money, whether or not you use the word complaint. We treat every one as information about where the service falls short. Our commitment is straightforward: complaints are acknowledged quickly, investigated by someone with the authority to fix the problem, answered in plain English, and recorded so patterns can be fixed at the source. Raising a complaint never affects your right to withdraw funds that are legitimately yours.

2. How the process runs, stage by stage

Stage 1: You raise it

Email [email protected] with "Complaint" in the subject line, or tell your personal manager, who must log it the same business day. At this step we only need what happened and what outcome you are seeking.

Stage 2: Acknowledgement and case owner

Within one business day you receive written acknowledgement with a case reference and the name of the person who owns your complaint from that point. One owner, no passing between desks.

Stage 3: Investigation

The case owner gathers the facts: account records, platform logs, the audit trail, and statements from anyone involved. You may be asked clarifying questions, and anything you provide is added to the case file.

Stage 4: Written outcome

You receive a written response explaining what we found, what we will do about it, and, where the answer is no, the reasons in full. Where a remedy involves money, it is actioned immediately after your acceptance.

Stage 5: Internal review, if you disagree

If the outcome does not satisfy you, reply within 30 days and the file goes to a senior manager who was not involved in the first decision for a fresh internal review.

3. What to include, and what not to send

Help us move fast by including: your name and the email address on the account, dates and amounts where money is involved, the strategy or platform area concerned, what you were expecting versus what happened, and the outcome you are seeking. Plain description beats legal language; the investigation cares about facts, not form. Do not include full identity documents or passwords in the body of an email: if verification is needed for the remedy, we will request it through the secure upload flow. Also avoid including other people's personal information beyond what is necessary to describe the event.

4. Timelines

Acknowledgement goes out within one business day of receipt. Most complaints are resolved within five business days, and complex investigations, generally those involving third parties or reconstruction of platform events, within 15 business days. If we cannot meet a deadline, we tell you before it passes, explain why, and give a revised date. These service standards apply to users in Australia; where a complaint concerns matters covered by external dispute arrangements, those arrangements have their own lodgement windows, which we will point out in writing when relevant.

5. Escalation and external dispute resolution

If the internal process, including the senior review, does not resolve your complaint, you have the right to take it further. Users in Australia may escalate eligible disputes to the Australian Financial Complaints Authority (AFCA), the external dispute resolution scheme operating under the applicable Australian framework, and may also raise concerns with the Australian Securities and Investments Commission (ASIC) as the relevant regulator. We do not publish direct contact details for those bodies here; your case owner will provide the applicable route and reference material in the final response letter, so you have everything needed for the next step in one place.

6. Our commitments to you

• Transparency: you are told who owns your case, where it stands, and what the next step is, in writing, at every stage.
• Objectivity: outcomes are decided on the evidence in the case file, and the person deciding a review was not part of the first decision.
• Confidentiality: complaint files are seen only by the people handling and overseeing them, never used against you, and retained under the schedule in our Privacy Policy.
• Fairness: raising a complaint does not affect your access to the platform, your funds, or your manager, and we do not close accounts to make complaints disappear.
• Improvement: complaint themes are reviewed quarterly and feed directly into platform and process changes.

7. Contact information

Complaints go to [email protected], by email at any hour, with responses during Monday to Friday, 8:30 to 17:30 AEST. Postal correspondence goes to Level 8, 20 Bond Street, Sydney NSW 2000, marked for the attention of the Client Support and Compliance desk. Urgent matters that involve suspected unauthorised access should follow the security incident route on the Security page so immediate protective steps are not waiting behind a queue.