Acknowledgment
We aim to acknowledge your complaint within 3 business days. Successful online submissions receive a reference number for tracking.
Make a
Complaint
Something not right? Tell us. We aim to acknowledge complaints within 3 business days and will explain the next steps and expected review time.
3-day acknowledgment target
Progress updates
Questions? We investigate.
Concerns? We take them seriously.
Unresolved? We make it right.
Every complaint is an opportunity to improve. Our dedicated team thoroughly investigates each case, aiming for fair outcomes.
OUR PROCESS
How We Handle Complaints
Our complaints process is designed to be fair, transparent, and thorough. Here's what to expect when you submit a complaint.
Investigation
Our team thoroughly investigates your complaint. We may contact you for additional information during this process.
Resolution
We provide a response after the review and explain our findings, any remedy offered, and available review options. Timing depends on the case.
BEFORE YOU SUBMIT
What to Include
In Your Complaint
Including the right information helps us investigate your complaint thoroughly and respond more quickly. Here's what we recommend you prepare.
Tip: You can always add more information later by replying to your confirmation email with your reference number in the subject line.
Your Contact Details
Full name, email address, and optionally a phone number so we can reach you about your complaint.
Dates and Timeline
When the issue occurred, including any relevant dates for transactions, communications, or events.
Reference Numbers
Any account numbers, transaction IDs, or previous correspondence references related to your complaint.
What Happened
A clear description of the issue, what went wrong, and how it affected you. Be as specific as possible.
Desired Outcome
Tell us what resolution you're seeking - whether it's a correction, refund, apology, or other remedy.
Supporting Evidence
Screenshots, emails, or documents that support your complaint. You can submit these after filing if needed.
Submit or Track
Submit a new complaint or track the status of an existing one using your reference number.
PREFER EMAIL?
Contact Us Directly
Prefer not to use the online form? You can also submit your complaint by email.
Email Us
Send your complaint directly to our team. Include as much detail as possible and we aim to acknowledge it within 3 business days.
We apply the same review process regardless of how a complaint is submitted.
Complaints
FAQ
Common questions about our complaints process. If you can't find what you're looking for, email us at [email protected].
If You Remain Dissatisfied
If you're not satisfied with our final response after completing our complaints process, you have options available to you.
Request an Internal Review
Within 14 days of our response, you can request a review. We aim to assign it to a senior team member who was not involved in the original decision and will tell you the expected review time.
Seek Independent Advice
You may wish to seek independent legal advice or use an alternative dispute resolution service available in your region. We're happy to provide any documentation needed to support this process.
We genuinely want to get things right. Your feedback helps us improve, and we take every complaint seriously.