Public Complaints Policy

At Investment Markets, we are committed to the fair and efficient resolution of complaints. Making a complaint is simple and easy. You can lodge your complaint by email, over the phone, by sending us letter or by visiting us.

Email:    

info@investmentmarkets.com.au

Phone:    

+61 (0) 7 3220 3428

Write to:    

Dispute Resolution Officer, c/- GPO Box 2227, Brisbane   Qld   4001

Visit:    

Suite 1.6, Chambers Level 1, 308 Queen Street, Brisbane   Qld   4000

What should I include in my complaint?

When lodging your complaint, you should include:

  • your name and contact details;
  • details of your complaint with sufficient information to allow us to fully consider and assess it; and
  • details of prior contact with us in relation to the complaint, such as who you had contact with and when.

We may request additional information from you to properly deal with and resolve your complaint.

How will my complaint be handled?

Following receipt of your complaint:

  • we will record the details of your complaint;
  • we will give your complaint genuine consideration;
  • we will acknowledge your complaint within 24 hours;
  • we will assess and investigate your complaint properly;
  • we will seek to resolve your complaint fairly, objectively and without bias;
  • we will seek to resolve your complaint at the earliest opportunity, and within 30 days;
  • we will inform you of our decision and provide reasons for it;
  • we will provide you with the details of how to seek an external review of complaint if you are dissatisfied with our decision or we have not resolved it within 30 days.

External Review?

If you are dissatisfied with how we have decided to resolve your complaint or we have not resolved it within 30 days you can seek an external review of the complaint by contacting:

Australian Financial Complaints Authority (AFCA)

GPO Box 3

Melbourne   Vic   3001

Free call:   

1800 931 678

Website:   

www.afca.org.au (complaints can be lodged online)

Email:   

info@afca.org.au

Need assistance?

Please let us know if you think you will need assistance with lodging your complaint. If required, we can arrange access to the following and other services:

  • translation services;
  • text telephone (TTY) and the National Relay Service (NRS); and
  • a copy of this policy in a different language or format.

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