A straight process with the clock visible

The commitment

A complaint is raw material for a better product: each one becomes a record, an analysis and, where warranted, a changed process. For scope, we count any written dissatisfaction about service, charges, conduct or operational outcomes as a complaint; plain technical questions travel through normal support, while any dispute, however informally phrased, is born a complaint and gets a case number.

The process, step by step

1. Lodge. Email [email protected], subject "Complaint", with what happened, when, and the outcome you want. An automatic reply returns your case number.
2. Triage. Inside two business days the responsible area builds the internal file and, if anything is missing, requests it once, in full.
3. Investigate. The case is tested against the account's complete history: trades, settings, sessions and messages. Long investigations earn a progress note before the deadline expires.
4. Respond formally. A written conclusion with the proposed resolution and the reasoning; upheld complaints carry the fix deadline in the same letter.
5. Close or escalate. Acceptance closes the case; rejection points you to the external options below.

What to include (and never include)

Essentials: full name, account email, any prior case number, a chronological narrative and the result you seek. Screenshots and trade identifiers strengthen the file enormously, and attaching everything in the first email collapses the timeline, complete evidence resolves in a single round while instalment-fed cases take three.

Never include: passwords, 2FA codes or full card numbers. No legitimate team needs them, and anyone asking is running a scam worth reporting.

Timeframes

Acknowledgement: immediate. First substantive reply: within five business days of complete lodgement. Complex cases: up to fifteen business days with a mandatory interim update before the deadline. Business days count in Australia; the clock pauses while requested information sits with you and restarts on delivery.

Escalation and external resolution

Should the internal process not resolve the matter, or should you decline the proposed resolution, the bodies competent for your case and jurisdiction, identified in the formal closing response, are the next stop. Preserve the whole correspondence: it is the documentary spine of any later stage. Before that, an internal review by a second area independent of the first is available on request, same subject, same case number: fresh eyes over the same file, with authority to decide differently, and historically about one review in ten does.

Company commitments

• Transparency: reasoning in every response, not just verdicts.
• Confidentiality: case data used for the case alone.
• Impartiality: analysis on complete records, tipping neither way.
• Traceability: no complaint without visible status until closed.
• No retaliation: complaining never affects service or terms.
• Improvement: recurring complaints produce documented process changes.

Contact

Lodge or follow up: [email protected]. Hours: Monday to Friday, 9:00am to 5:30pm AEST (excluding public holidays). Responsible area: Client Support & Compliance. A closing note on tone: well-founded complaints have shaped visible parts of this platform, from withdrawal timeframes to report wording, so when

A note on tone that pays for itself: well-founded complaints have already shaped visible parts of this platform, from withdrawal timeframes to report wording, so a case that ends with a

And a note on the case number itself: quote it in every follow-up, since it is the key that pulls the whole file in one move and saves each new reader from rebuilding context, trimming days off long investigations simply by being copied and pasted.

process lesson is a case that worked, for you and for every account after yours.

your case ends, any process lesson goes into the internal history too.