Should you wish to make a complaint we ask that you follow the process outlined below, this will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.
Firstly, gather all supporting documents that
relate to your complaint, think about the
questions you want answered and decide what
you want us to do.
Next, contact your
account manager directly. Remember, if the
problem is current a call at the earliest
possible time will give us the opportunity
to resolve your complaint immediately. If
your account manager is unable to
satisfactorily resolve your complaint,
please ask them to refer the complaint to
their manager. If your complaint is about
your account manager, please ask to speak to
our Compliance department.
If your complaint cannot be resolved then you may refer the matter to our Compliance department if we have not already done so. They will review your complaint and contact you directly.
You may contact our Compliance department by writing to:
Compliance
FP Markets
Level 5, 10
Bridge Street
Sydney NSW 2000
You can also contact our Compliance team directly by sending an email to: [email protected]
We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.
We expect that our account managers, supervisors or Compliance team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website:
www.afca.org.au
Email: [email protected]
Telephone:
1800 931 678 (free call)1
In writing to:
Australian Financial Complaints
Authority
GPO Box 3, Melbourne VIC 3001
You can find our Complaints Management Policy here
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