LEGAL

Complaint process

OANDA Australia Pty Ltd (“OANDA”) is committed to the highest level of customer satisfaction. If you have any concerns with our product and services, we encourage you to contact us right away.

Contact customer service

Assistance is available. You may chat, call, fax, e-mail or send a letter to raise your concerns:

To help us resolve your complaints as quickly as possible, please include your OANDA fxTrade account number and your trade transaction details or the details of your complaint. Explain your circumstances and how OANDA can resolve your complaint. Please note that e-mail is not a secure method of communication – do not include sensitive personal or financial information like credit card details, bank account details, password information in an email.

How will OANDA deal with your complaint?

We will thoroughly investigate all complaints from customers (or a customer's authorised representative) including allegations of misconduct by OANDA or an employee of OANDA. Under no circumstances will the subject person of a complaint investigate the complaint.

How quickly will OANDA deal with your complaint?

OANDA will always try to resolve all complaints as quickly as possible. Should you have reason to complain, it is important that you initially contact the Customer Experience Team at OANDA who will be pleased to assist you. Most of the complaints received are resolved at this stage.

For all complaints received, OANDA will inform you in writing and you will receive a response from the Compliance Team within 5 business days of receipt of your complaint. Should your complaint require further investigation, OANDA will assign a senior representative who you may contact for further updates.

A full and final written response will be issued. At the latest, your complaint will be dealt with within 45 business days from the date of receipt of the complaint. If OANDA is unable to provide you with a final response within this timeframe, we will write to you explaining why and advise you when you can expect a final response.

We expect that our Customer Service Team, supervisors or Complaints Officer will completely resolve the issues you raise. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

Australian Financial Complaints Authority

Oanda Australia Pty Ltd is a member of an external dispute resolution scheme operated by the Australian Financial Complaints Authority (AFCA). If you are not satisfied with our final response, you may refer the matter to the AFCA.

Mail:

Australian Financial Complaints Authority (AFCA)

GPO Box 3

Melbourne VIC 3001 

Phone: 1800 931 678

Website: www.afca.org.au