Suggestion and Complaint
We take complaints and suggestions seriously as they assist us to identify ways to grow, develop, and improve. We endeavor to resolve your issue fairly and transparently.
Suggestion
Phone: 02 9169 6999
Email: clientservice@tigerbrokers.com.au
Complaint
If you have any query with any financial product or services provided by Tiger Brokers (AU) Pty Limited(“TBAU”), please contact our client relations team at +61 02 9169 6999 or clientservice@tigerbrokers.com.au
The client relations team will listen to your concerns and are each empowered to resolve matters to our client’s satisfaction. If this process does not provide an outcome that you accept, then please provide your complaint to compliance@tigerbrokers.com.au
The compliance team will acknowledge your complaint within one business day and will thoroughly and objectively assess your complaint. We will act, fairly, honestly and efficiently to impartially evaluate your complaint to establish we have met our obligations both contractually and in the spirit of positive client relations.
If your complaint is not closed by the end of fifth business day or you, being the complainant, requests a written response, TBAU will provide you with a written response to the findings of our investigations as soon as practical and in any case, within 30 days from receipt of your complaint.
Should you wish to send a letter instead of an email, the postal address is:
Suite 28.01, 25 Bligh Street Sydney, NSW 2000
Should your compliant remain unresolved or you do not agree with the findings of our internal dispute resolution process, you may refer the matter to the Australian Financial Complaints Authority (‘AFCA’). An independent external resolution scheme, AFCA was established to resolve disputes between financial institutions and their member customers.
AFCA will only consider your compliant at the completion of TBAU’s Internal Dispute Resolution process. Should your complaint remain unsatisfied, it is your right to have it referred to AFCA when you have received a final response from us, or after 30 days after the date of your complaint to us.
AFCA: Australian Financial Complaints Authority can be contacted
GPO Box 3 Melbourne VIC 3001 Australia
Freecall: 1800 931 678
Email: info@afca.org.au
Further information can be found at www.afca.org.au