At Stockspot, we are committed to providing high-quality financial services, maintaining the trust of our clients by doing the right thing. We take complaints seriously and aim to resolve them fairly, efficiently and transparently.
A complaint is any expression of dissatisfaction made to us, relating to our financial products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
If you are dissatisfied with any product, service or representative of Stockspot, in the first instance, Stockspot encourages you to address any issues directly with our Client Care team.
If you require any additional assistance in lodging your complaint, please make this clear to the Client Care team or contact us directly on the contact details below. If you would like to nominate a representative to lodge a complaint for you please send us a signed authority granting permission for the third party to act on your behalf.
By telephone: (02) 8091 8090
By mail:
Compliance Manager
Stockspot Pty Ltd
Level 17, Tower 3/300 Barangaroo Ave, Barangaroo NSW 2000
By email: compliance@stockspot.com.au
If you need help making a complaint, please let us know and we will take reasonable steps to provide the assistance you need.
When we receive your complaint, we will acknowledge receipt within 24 hours. We may need to contact you to obtain further information so that we have a full understanding of the cause of your concern. We will investigate your concerns and provide a written response to your complaint within 30 days. If there are complexities with obtaining information that make it difficult to respond within 30 days, we will write to you to inform you of the reasons for the delay.
In some instances, we may be able to resolve your complaint to your satisfaction within 5 days. In these cases, we will ask you to confirm that you are satisfied with the outcome, and a written response may not be required, unless you request one.
If you are not satisfied with the outcome of your complaint, or if you have not received a response within the above timeframes, you may take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an independent external body, whose role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. If a Complaint does not resolve between the parties, AFCA will decide an appropriate outcome. AFCA provides a free service. You can make a Complaint to AFCA online, by letter, email or by phone.
All complainants have the right to take their complaint to AFCA if you are not satisfied with our response.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001