You can make a complaint by:
- completing our online form.
- emailing us at complaints@tasmanfx.com
- calling us on:
Sydney: (02) 8011 1846
Melbourne: (03) 9111 0310
Brisbane: (07) 3733 1913
To help us investigate and resolve your complaint effectively, please provide the following information when you make your complaint:
- Your full name, address and contact phone number(s);
- Your account number;
- A description of your complaint;
- Any additional documentation or information that may support your complaint and help us to resolve it; and
- How you would like us to address your complaint.
How will Tasman FX handle my complaint?
When we receive your complaint, we will acknowledge receipt of it promptly, i.e. within two working days or as soon as practicable after receiving it.
We aim to provide a final response within 30 calendar days of receiving your complaint. If we need more time to review your complaint, we’ll contact you to let you know and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
You have the right to take your complaint to the Australian Financial Complaints Authority if you’re not happy with our final response. Their contact details are:
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001 Australia