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 the complaint is not resolved to your satisfaction then you should contact our Compliance Officer by email at ComplianceAU@saxomarkets.com.au or put the complaint in writing and send it to:
The Compliance Officer
Saxo Capital Markets (Australia) Pty Ltd
Suite 1, Level 14, 9 Castlereagh St
Sydney NSW 2000
Saxo Capital Markets will provide acknowledgement of receipt of written complaints within 2 business days, and seek to resolve and respond to complaints within 45 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) Pty Ltd 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 firstname.lastname@example.org