Complaints Policy

 

Our Commitment to You

At FX Corp, we value your feedback and are committed to resolving any concerns you may have about our foreign exchange services quickly, fairly and professionally. We recognise that everyone has the right to complain, and we treat all complaints seriously.

We value complaints as an opportunity to improve our services and strengthen our relationship with you. Our goal is to resolve your concerns as quickly as possible while ensuring you're treated with respect and fairness throughout the process.

What is a Complaint?

A complaint is any expression of dissatisfaction about our products, services, staff or how we've handled a complaint, where you expect a response or action from us.

This includes concerns about:

  • Our foreign exchange products or services

  • Fees or charges

  • Account operations or transactions

  • Staff conduct or customer service

  • How we've handled a previous complaint

  • Delays in service delivery

  • Comments on our social media channels where you're identifiable and expect a response

Important: You don't need to use the word "complaint" or put your concerns in writing for us to treat the matter as a complaint. If you've expressed dissatisfaction and expect us to do something about it, we'll treat it as a complaint and handle it according to this policy.

How to Make a Complaint

We've made it easy for you to raise concerns with us because we know that different people prefer different methods of communication. You can contact us through whichever channel is most convenient for you.

Contact Methods

  • Phone: 02 8076 9535 (Monday to Friday, 9am-5:30pm (AEST)

  • Email: complaints@fxcorp.com.au

  • Mail: Complaints Manager, FX Corp, Level 14, 1 Castlereagh Street, Sydney NSW 2000

You can make a complaint verbally or in writing, whichever you prefer. We won't require you to put your complaint in writing unless you choose to do so.


Help is Available

We understand that some people may need additional assistance to make a complaint. We're here to help and can provide support in various ways:

  • Language assistance: We can arrange a translator through the Translating and Interpreting Service (TIS National) on 131 450

  • Hearing or speech assistance: Access via TTY or the National Relay Service

  • Representatives: We accept complaints from your authorised representative with your explicit written permission, such as:

o Family members or friends

o Financial counsellors

o Lawyers or legal representatives

Once you've authorised someone to represent you, we'll communicate directly with them unless you ask us to contact you directly, or we have reasonable concerns about the authorisation.

Let us know how we can assist you as where possible we will make additional accommodations. We are committed to making our complaint process accessible to everyone.

What Happens When You Complain

We follow a clear and structured process to ensure your complaint is handled efficiently and fairly. Here's what you can expect when you contact us.

Acknowledgement

We'll acknowledge your complaint promptly, typically within 24 hours (or one business day) of receiving it, or as soon as practicable. We'll acknowledge your complaint using the same method you used to contact us (phone or email), or according to your preference if you've told us how you'd like to be contacted.

Our Internal Dispute Resolution Process Once we've acknowledged your complaint, we'll:

1. Assess and prioritise: We will review your complaint and prioritise it based on urgency (e.g. if you're experiencing financial hardship or other urgent circumstances)

2. Investigate thoroughly: We will examine the issues you've raised, review relevant records and gather any necessary information

3. Keep you informed: We will provide updates on our progress, especially if there are any delays

4. Consider your circumstances: We will take into account your situation and any supporting information you provide

5. Determine a fair outcome: We will assess what action is appropriate to resolve your complaint

6. Provide a Response: We will provide a response to you either verbally or in writing. For complaints resolved in under five business days we will not provide a formal written response unless you request one. If your complaint is not resolved within 5 business days, a formal written response will be provided to you.

Response Timeframes

We're committed to resolving complaints quickly. The maximum timeframe for our response is within 30 calendar days.

This is the maximum timeframe unless certain circumstances apply. We aim to resolve most complaints much faster, often at the first point of contact.

If There Are Delays

Sometimes, circumstances beyond our control or the complexity of your complaint may mean we need more time. If we can't provide our final response within the relevant timeframe, we'll contact you before the deadline expires to:

  • Explain the specific reasons for the delay

  • Provide an update on our progress and expected timeframe

  • Inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA)

Even if there's a delay, you can still choose to take your complaint to AFCA at any time if you're not satisfied with our progress.

What is included in our Response

For complaints which are not resolved to your satisfaction within 5 business days or at the first point of contact, we'll provide you with a clear written response that helps you understand our decision and what happens next within 30 calendar days.

What Our Response Includes Your response will contain:

  • Our decision: Whether we've accepted, partially accepted or declined your complaint

  • Our reasoning: A clear explanation of why we reached our decision

  • Key findings: Our findings on the important issues you raised

  • Supporting information: Reference to the information and evidence we considered, where relevant

  • Resolution details: If we've upheld your complaint, what we'll do to resolve it and by when

  • Next steps: Information about your right to escalate to AFCA if you're not satisfied

If we decline your complaint or only partially accept it, we'll make sure our response provides enough detail for you to understand our reasoning and make an informed decision about whether to take the matter further.

Types of Resolutions

Depending on your complaint, resolution may include:

  • An explanation or apology

  • Correcting an error or updating records

  • Reversing or waiving a fee or charge

  • Providing compensation

  • Offering a goodwill payment

  • Changing our processes to prevent the issue recurring

  • Any other remedy that's fair and appropriate in the circumstances

Free Service

Our complaint handling service is completely free. We're committed to ensuring everyone can access our complaint process regardless of their financial circumstances.

This means:

  • You won't be charged any fees to make or pursue a complaint

  • All information we provide about our complaint process is free

  • We won't require payment for investigating or responding to your complaint

  • There are no hidden costs or charges

If You're Not Satisfied

We hope to resolve your complaint to your satisfaction, but we understand that this won't always be possible. If you're not happy with our response or how we've handled your complaint, you have the right to take the matter to an independent external dispute resolution service.

Australian Financial Complaints Authority (AFCA)

AFCA provides a free and independent dispute resolution service for consumers and small businesses in the financial sector. Our membership number is 34555.

Contact AFCA:

  • Phone: 1800 931 678 (free call)

  • Email: info@afca.org.au

  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

  • Website: www.afca.org.au

Before Contacting AFCA

In most cases, you'll need to give us the opportunity to respond to your complaint first. However, you can contact AFCA at any time if:

  • We haven't responded within the maximum timeframe

  • You're not satisfied with our response

  • You're not satisfied with the progress of your complaint

Important: Time limits may apply to lodge a complaint with AFCA, so you should act promptly if you wish to escalate your matter.

Your Privacy

We take your privacy seriously and will handle your personal information in accordance with the Privacy Act 1988 and our obligations under privacy laws.

When handling your complaint:

  • We'll only collect information that's necessary to investigate and resolve your complaint

  • We'll protect your information and only share it with people who need it to resolve your complaint

  • We'll comply with all privacy requirements when responding to complaints on social media

  • We won't disclose your personal information to third parties without your consent, except where required by law

For more information about how we manage your privacy, please refer to our Privacy Policy available on our website or by request.

Policy Review

We review this policy at least annually to ensure it remains current and effective.

Questions About This Policy?

If you have any questions about our complaint management process or need help making a complaint, please contact us at:

Email: complaints@fxcorp.com.au

Phone: 02 8076 9535