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Complaints Policy
Resolving Complaints
OzForex is committed to providing its customers with the highest standard of service. If you have a concern or complaint we encourage you to contact us so that it can be resolved.
When you make a complaint to us we will:
- Acknowledge your complaint and make sure we understand the issues
- Do everything we can to fix the problem
- Keep you informed of progress
- Keep a record of your complaint
- Give you a name, reference number and contact details so that you can follow up if necessary
- Provide a final response to you within 45 days
Complaints Procedure
Step 1 Contact us
Please speak to your usual contact at OzForex at first instance. Our staff will be pleased to assist you and complaints can often be resolved at this early stage.
Step 2 Internal Investigation
If we can’t resolve your complaint on the spot, or if it requires more detailed investigation, the matter will be referred to our Compliance Manager. We will ask you to set out your complaint in writing, providing as much detail as possible so that the Compliance Manager can fully investigate the issue. They will then contact you with the results of their findings within 45 days of your original complaint.
You can contact the Client Services Support Department on +1300 300 424 or +61 2 8667 8090 for further information as to how complaints are handled by us internally.
Step 3 External Review
If the complaint has not been resolved to your satisfaction, you may refer the matter to the Financial Ombudsman Service (FOS) for determination in accordance with its rules. Please note that FOS will only investigate cases once we have been given the opportunity to carry out an internal investigation.
FOS provides a free independent dispute resolution service for the Australian financial services industries.
You may lodge a complaint with FOS by sending the necessary documents and information to:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001
Australia
Telephone (03) 9613 7366
Fax (03) 9613 6399
For further information about FOS please go to their website www.fos.org.au
Step 4 Other
If the issue does not fall within FOS rules, you may submit a dispute or difference for arbitration in accordance with and subject to the Institute of Arbitrators and Mediators of Australia Expedited Commercial Arbitration Rules, and, to the extent permitted under those rules, the Arbitrator will be a person recommended by the New South Wales Chapter of the Institute of Arbitrators and Mediators of Australia.
OzForex operates an online dealing platform that may be subject to technical or other problems beyond our control. The OzForex service also involves the use of intermediaries who are outside our control. OzForex may in certain circumstances, and on a discretionary basis, provide compensation where it can be shown that you have incurred additional expenses as a direct result of a delay caused by OzForex or one of its providers.