As of the 1st of November 2018, the Financial Ombudsman Service (FOS) will merge into a new External Dispute Resolution (EDR) body called the Australian Financial Complaints Authority (AFCA).
We strive to resolve all disputes or complaints internally with our customers both efficiently and amicably, however, we recognise that this is not always possible.
If you are not satisfied with our final response, you may lodge a complaint:
* with the Financial Ombudsman Service Australia if lodged before 1 November 2018: Online: www.fos.org.au Email: email@example.com Phone: 1800 367 287 (free call) Mail: Financial Ombudsman Service Australia GPO Box 3, Melbourne VIC 3001
* with the Australian Financial Complaints Authority if lodged on or after 1 November 2018: Online: www.afca.org.au Email: firstname.lastname@example.org Phone: 1800 931 678 (free call)1 Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to FOS or AFCA. Please act promptly or consult the FOS and AFCA websites to find out when the time limit relevant to your circumstances expires.
Thank you for taking the time to read this community update.
The BTC Markets Team