Query – Usually resolved within 48 hours
If you are dissatisfied with the service provided by Markets.com, please contact our Customer Service as soon as possible by phone at +612 6145 2020, email at firstname.lastname@example.org, Live Chat or via our Online Queries Form for immediate and prompt assistance.
Our representatives are available to assist you through your concerns to reach to a fair conclusion.
Trading Query – Usually resolved within 48 hours
If you have a trading query relating for example to your trading account and the operation of this on our trading platform Markets.com or with respect to our Terms and Conditions, you can submit a trade enquiry by submitting the Online Trading Query Form. Please note that all trading enquiries must be logged with us as quickly as possible after the trading enquiry, need for clarification or issue have occurred.
A dedicated team of professionals is available to research and resolve your trading query the soonest – we are committed to responding the latest within 48 hours of receipt of your Trading Query. Once your trading query has been examined you will receive a full explanation of the circumstances and the outcome.
Complaint – Process can take up to thirty (30) days to resolve, where a final response is to be provided
You are entitled to submit a complaint at any time in your trading experience with us, where you may feel that our service has not met your satisfaction. For any form of dissatisfaction during the business relationship with the Company, you may submit a formal complaint by completing the Online Complaint Form, which is always available on our website.
Note that all the information included on the Online Complaint Form must be completed in order for our dedicated Quality Control Department to examine your complaint in an informed manner. We may request further information and/or supportive documentation during the review process. We ask for your valued cooperation in the review process of your complaint in order to complete our work and provide you with our feedback and response the soonest possible.
Your complaint will be internally reviewed to determine if we have acted fairly, within our rights and have met our contractual obligations to you. Note that your complaint will be given a unique reference number.
The process that we envisage will be followed in dealing with your complaint is as follows:
- We will acknowledge receipt of your complaint within one (1) business day, or as soon as practicable, providing you with the recorded URN which will be quoted in all communications directed to you from the Company regarding the Complaint, while informing you that the Complaint is being investigated;
- We will attempt to have your complaint resolved as soon as feasible, within a period not exceeding thirty (30) calendar days from the receipt date of your complaint.
In the event that we are unable to complete our investigation within 30 days and provide you with a final written response, we shall inform you of the reasons for the delay. Full completion of our review and response to your complaint shall not exceed any reasons of practicality since under certain circumstances, the Company may not be able to abide by the thirty (30) calendar days timeframe due to particular complexities which lay outside the Company’s controls.
If upon the receipt of our final response to your complaint, you were unsatisfied, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is a free and independent External Dispute Resolution scheme. It provides consumers with an alternative to legal proceedings for resolving disputes with AFCA members operating in the financial system.
If you would like to access the scheme, please lodge a complaint:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001
A dedicated Complaints Officer ensures that a register of all Complaints Handling Forms is maintained.
In addition, Markets.com’s complaints history will be reviewed as part of the annual compliance audit monitoring program. The results of the review and any comments or recommendations will be detailed in the post compliance audit report.
All Markets.com’s representatives are made aware of the procedures for handling complaints. Representatives upon joining Markets.com are given an electronic copy of the Complaints Procedures Manual.
To visit our Online Complaints Form please click here.