Complaints procedure

Our commitment

This document explains how AvenQuant handles complaints from clients and prospective clients in Australia. A complaint is any expression of dissatisfaction about our products, our services, our staff or the way we have handled a previous complaint, where a response or resolution is expected.

We treat every complaint as a chance to put something right. You will not be treated less favourably because you have complained, and raising a complaint never affects your right to take other action.

How the process works

1. Tell us

   Email [email protected] with the word "Complaint" in the subject line, or ask your personal manager to log it for you. You may also tell us during a phone call. If you do, we will write the details down and confirm them with you.

2. We acknowledge it

   We confirm that we have received your complaint, tell you who is handling it and give you a reference number to use in any follow-up. The person who reviews it is not the person the complaint is about.

3. We investigate

   We look at your account records, call notes and any evidence you have sent, and we speak to the people involved. If we need more information from you, we ask as early as we can so that the clock is not running against you.

4. We give you our decision

   We reply in writing with the outcome and the reasons for it. If we have found a mistake, we say what we will do to correct it and by when. If we do not uphold the complaint, we explain why in plain words.

What we need from you

To resolve a complaint quickly, please include your full name, the email address used to register, the date and a short description of what happened, and what outcome you would like. Screenshots, receipts and message history all help.

Timelines

We aim to acknowledge your complaint within one business day and to give you a final written response within 30 calendar days. Complex cases can take longer. If yours does, we will write to you before the 30 days are up, explain the reason for the delay and tell you when to expect an answer.

Australian requirements. These targets follow the standards that apply to complaint handling in Australia. If a complaint is about a payment that has not arrived, we treat it as urgent and start with the payment provider straight away.

If you are not satisfied

If you disagree with our final response, or we have not responded within the time above, you can take your complaint to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme. Using AFCA is free for consumers. AFCA can consider a complaint only if it falls within its rules, and you should check its current time limits.

You can also seek independent legal or financial advice at any time. Making a complaint to us does not stop you from doing so, and we will include the details of AFCA in every final response so that you have them to hand.

Our commitments to you

• Transparency. We explain what we found and why we reached our decision.
• Confidentiality. Your complaint is shared only with people who need it to resolve it, and is handled under our Privacy Policy.
• Objectivity. Someone who was not involved in the original issue reviews it.
• Clear communication. You hear from us at each stage, in plain language, and you can ask for an update at any time.
• Fair outcomes. Where we got it wrong, we put it right, including refunds of any charge we should not have applied.

Contact

Send complaints to [email protected]. Our Client Support and Compliance team reads that inbox. If you prefer to talk, the call centre is open Mon to Fri, 9:00 to 17:30 AET (call centre), and further details are on the Contact page.