Escalation of Your Complaint
If, despite our best efforts, and where the complaint has been fully considered under our internal dispute handling procedure, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.
You have the option of escalating the complaint to our External Dispute Resolution Scheme – the Australian Financial Complaints Authority (‘AFCA’) – an independent external dispute resolution scheme approved by ASIC. They will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws. AFCA has the authority to resolve the complaint and EightCap will be bound by their determination. Please note that AFCA will not consider your complaint until we have had the opportunity to address it internally.
You may contact AFCA in the following manner:
By writing to:
Australian Financial Complaints Authority
GPO Box 3, Melbourne, VIC 3001, Australia
Phone: 1300 56 55 62
Fax: (03) 9613 6399
Or electronically to: