Our Commitment
We are committed to providing high-quality services and maintaining strong client relationships. If you have a concern or complaint about our services, we want to hear from you and resolve the issue promptly and fairly.
Internal Dispute Resolution Process
Step 1: Contact Us
If you have a complaint, please contact us as soon as possible:
Email: [email protected]
Phone: +61 409 410 115
Email: [email protected]
Mail: Complaints Officer, Global Markets Analysis Pty Ltd, 66 Clarence Street, Sydney, NSW, 2000, Australia
Step 2: Acknowledgment
We will acknowledge receipt of your complaint within 1 business day (or as soon as practicable) and provide you with a reference number for tracking purposes.
Step 3: Investigation
We will investigate your complaint thoroughly and impartially. This may involve reviewing records, speaking with relevant staff, and gathering additional information from you if needed.
Step 4: Resolution
We will provide you with a written response within 30 days, outlining our findings and proposed resolution. If we need more time, we will keep you informed of progress.
External Dispute Resolution
If you are not satisfied with our response or the matter is not resolved within 30 days, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA provides fair and independent financial services complaint resolution that is free to consumers. Time limits may apply to lodge a complaint with AFCA, so you should act promptly.
What Information to Provide
To help us investigate your complaint efficiently, please provide:
- Your full name and contact details
- Details of the issue or complaint
- When the issue occurred
- What outcome you are seeking
- Any relevant documentation or correspondence
- Your account or client reference number (if applicable)
Your Rights
When making a complaint, you have the right to:
- Be treated fairly and have your complaint taken seriously
- Have your complaint handled promptly and professionally
- Receive regular updates on the progress of your complaint
- Have your privacy respected and information kept confidential
- Escalate to AFCA if you are not satisfied with our response
- Be accompanied by a support person during the process