Client Portal

Complaints Procedure
Our support staff are available to speak to you five days a week on +61 2 8017 8099. Most customers’ concerns can be resolved by our Customer Support staff, who will do all they can to help. If they are unable to do so the complaint will be passed to a specialist team for investigation. If you prefer, you can write to us at: Hantec Markets (Australia) Pty Limited Level 25, Citigroup Centre, 2 Park Street Sydney NSW 2000 Alternatively, contact us by email to complaints@hantecmarkets.com To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number on which we can contact you, and your account details if you are contacting us in writing. Please provide a clear description of your complaint, and what you would like us to do to resolve it. We will acknowledge your complaint within five business days and endeavour to resolve your complaint within 6 weeks. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we will keep you updated on the progress of your complaint. In the unlikely event that we are unable to resolve your complaint within six weeks of receipt, or if you are not satisfied with our final response, you can contact the Australian Financial Complaints Authority (“AFCA”) on 1800 931 678 or in writing at: Australian Financial Compliants Authority (“AFCA”) GPO Box 3 Melbourne VIC 3001 (Australia)


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