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Queries and Complaints

Saxo Capital Markets has an internal disputes resolution process in place so that we can resolve complaints quickly and fairly. If you have a complaint about our services you should contact our client trading team in the first instance.

If our responses do not resolve the matter to your satisfaction, we kindly ask you to follow the steps below:

  1. Submit a case (support ticket) via the trading platform to our Client Account Services team, describing the issue in detail.
  2. If you are still dissatisfied with the response from our Client Account Services team, you may file a formal complaint to the Complaints Team by accessing the complaint procedure and online form via the trading platform. We kindly ask that you quote the Support Ticket number (required) to escalate the matter for investigation and handling by the Complaints team.

Saxo Capital Markets will provide acknowledgement of receipt of written complaints within 1 business day, and seek to resolve and respond to complaints within 30 days of receipt. The Compliance Officer will investigate your complaint, and provide you with our decision, and the reasons on which our decision is based.

Saxo Capital Markets is also a member of the Australian Financial Complaints Authority (AFCA), a free, fair and independent dispute resolution scheme. If you are dissatisfied with the outcome, you have the right to lodge a complaint with AFCA, contact details are below. You may also make a complaint via the Australian Securities and Investments Commission, free call Info line on 1300 300 630.

Australian Financial Complaints Authority

Australian Financial Complaints Authority
GPO Box 3, MELBOURNE VIC 3001
Email: info@afca.org.au
Toll free: 1800 931 678
Website: https://www.afca.org.au/ 

Feedback and Comments
Saxo Capital Markets (Australia) Limited adopts a customer-focused approach and is open to any feedback clients may have about its products and/or services delivered. Please feel free to submit your feedback/Comments to ps@saxomarkets.com.au. For any complaint or compliance inquiries, please email to ComplianceAU@saxomarkets.com.au

Saxo Capital Markets (Australia) Limited
Suite 1, Level 14, 9 Castlereagh St
Sydney NSW 2000
Australia

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Trading can result in losses. Please ensure you understand the risks.

The Saxo trading platform has received numerous awards and recognition. For details of these awards and information on awards visit www.home.saxo/en-au/about-us/awards

Saxo Capital Markets (Australia) Limited ABN 32 110 128 286 AFSL 280372 (‘Saxo’ or ‘Saxo Capital Markets’) is a wholly owned subsidiary of Saxo Bank A/S, headquartered in Denmark. Please refer to our General Business Terms, Financial Services Guide, Product Disclosure Statement and Target Market Determination to consider whether acquiring or continuing to hold financial products is suitable for you, prior to opening an account and investing in a financial product.

Trading in financial instruments carries various risks, and is not suitable for all investors. Please seek expert advice, and always ensure that you fully understand these risks before trading. Saxo Capital Markets does not provide ‘personal’ financial product advice, any information available on this website is ‘general’ in nature and for informational purposes only. Saxo Capital Markets does not take into account an individual’s needs, objectives or financial situation. The Target Market Determination should assist you in determining whether any of the products or services we offer are likely to be consistent with your objectives, financial situation and needs.

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