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:
- Submit a case (support ticket) via the trading platform to our Client Account Services team, describing the issue in detail.
- 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
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 email@example.com. For any complaint or compliance inquiries, please email to ComplianceAU@saxomarkets.com.au