Complaints

1. Introduction

We take complaints seriously and aim to resolve them fairly and promptly. This page explains our complaints process and what we commit to when you raise one, whether it concerns platform performance, an account issue, a payment, or the conduct of a member of our team.

We see a complaint as useful feedback as much as a problem to fix, and we use what we learn from it to improve the platform for everyone, not just the person who raised it.

This process applies to complaints about the platform, your account, a transaction, or the conduct of any member of our team, and it's available to every client at no cost.

2. How to raise a complaint

Send your complaint by email to [email protected] with "Complaint" in the subject line, or contact our support team through the Contact us page. Include your account details and as much specific information as you can, so we can start investigating without needing to go back and forth for basics.

You can also raise a complaint by phone during support hours if you'd prefer to speak with someone directly.

3. Our process

Step 1 — Acknowledgement. You'll receive confirmation that your complaint has been received, usually within one business day.

Each step is handled by a real member of our compliance or support team, not an automated system deciding the outcome on its own.

Step 2 — Investigation. The relevant team reviews your account activity, relevant communications and any supporting evidence you've provided.

Step 3 — Outcome. You're given a clear written response explaining what we found and what, if anything, we're doing about it.

Step 4 — Follow-up. If the outcome involves an account or platform change, we confirm once it's been actioned.

4. What we need from you

To investigate efficiently, please provide your account email, the approximate date and time of the issue, and a clear description of what happened. Please do not send full copies of payment card numbers or passwords by email — we will never ask for these to process a complaint.

The more specific your description, the faster we can typically resolve the complaint.

5. Timelines

We aim to acknowledge every complaint within one business day and to provide a substantive response within ten business days. More complex cases, such as those requiring input from a third-party payment provider, may take longer — if that happens, we'll tell you and give an updated timeframe.

If your complaint involves a third party, such as a payment provider, we'll tell you as soon as we know that's the case so you understand where the extra time is coming from.

6. Escalation and external dispute resolution

If you're not satisfied with our response, you can ask for your complaint to be reviewed by a senior member of our compliance team. If the matter still isn't resolved to your satisfaction and it falls within their remit, you may be able to refer it to an independent external dispute resolution body appropriate to the jurisdiction and nature of the complaint.

We treat a request for escalation as seriously as the original complaint, and it does not affect your access to the platform in the meantime.

7. Our commitments

We commit to: handling every complaint with transparency about our process and timelines; treating your information confidentially and only sharing it with staff who need it to investigate; reviewing each complaint objectively rather than defensively; communicating in plain language rather than jargon; and using complaint trends to improve the platform, not just resolve individual cases.

We also track complaint themes internally, so a pattern affecting multiple clients gets addressed at the source, not just case by case.

8. Contact

Email [email protected] to start a complaint or follow up on an existing one. Our Client Support & Compliance team is available Monday to Friday, 9:00-17:30 AEST (excluding public holidays).

If you'd rather speak to someone first before putting a complaint in writing, call during support hours and we can talk through the best way to proceed.