Customer complaints

 

At AFEX, we do everything we can to make sure our clients get the best possible service. We do recognise, however, that this may not always be the case. When that happens we always encourage you to tell us so that we can address it accordingly.

 

  • What should you do if you wish to make a complaint?

We have formal complaints handling procedures in place to ensure that all complaints are handled in a way which is fair and consistent and timely.

 

  • Who should you contact if you wish to make a complaint?

Associated Foreign Exchange Australia Pty. Ltd.

Compliance Department

Citigroup Centre

2 Park Street

Suite D, 38th Floor

Sydney, NSW 2000

Email: complaints.au@afex.com

Telephone: +61 (0)2 9268 7600

 

We will always try and resolve your concerns by the close of the next business day, although if this is not possible, we will send you a written acknowledgement within two business days. This will set out our understanding of the issues you have raised and will contain the name and contact details of the person dealing with the complaint. We aim to resolve most complaints within fifteen working days. However, if we have not been able to accomplish this, we will contact you regularly to keep you informed of progress.

 

As soon as we have established all the facts and completed our investigation, we will provide you with a final response which will set our findings and explain our final position. Our final response will also include, if applicable, details of your right to contact the relevant external disputes resolution scheme should you remain dissatisfied with our investigation or the outcome of your complaint.

 

If after 45 calendar days your complaint is still unresolved, we will write to you to explain why we have not been able to provide you with a final response and also indicate when we should be able to do so. We will also advise you that you may be entitled to refer your complaint, subject to eligibility, to the relevant external disputes resolution scheme.

 

If you decide to ask the relevant external disputes resolution scheme to review your complaint, you must do so within 2 years of the date of our final response letter.

If you are not satisfied with our final response, you may lodge a complaint:

  • with the Financial Ombudsman Service Australia if lodged before 1 November 2018:

Online:      www.fos.org.au

Email:        info@fos.org.au

Phone:      1800 367 287

Mail:          Financial Ombudsman Service Limited

                  GPO Box 3, Melbourne VIC 3001;

or

  • With the Australian Financial Complaints Authority if lodged on or after 1 November 2018:

Online:            www.afca.org.au

Email:             info@afca.org.au

Phone:           1800 931 678

Mail:                Australian Financial Complaints Authority

 GPO Box 3

 Melbourne VIC 3001