Company: Pepperstone Digital Pty Limited
ACN : 683 263 836
Version: 1.0
Review: Annual
Date: July 2025
Complaints Notice
1. This Notice explains how you can make a Complaint, our procedures for handling your Complaint, and the steps you can take If you are not satisfied with our response to your Complaint or the time it takes for us to respond.
2. How to make a Complaint
2.1. In the unlikely event that you are not satisfied with our products or services, you can contact our Client Support team in any of the following ways:
Pepperstone Digital Pty Limited Level
16, Tower 1
727 Collins Street
Melbourne, Vic, 3008.
Email: support@pcrypto.com
Livechat: via www.pcrypto.com
2.2. When making your Complaint, please tell us:
- Your name
- Your account identifying information (if applicable)
- How you wish us to contact you (e.g. by phone, email)
- What your Complaint is about; and
- What you are seeking to resolve your Complaint
2.3. If you need help to make or manage a Complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.
3. Acknowledgement
3.1. We will acknowledge receipt of your Complaint and try to resolve it as quickly as possible. Generally, where your Complaint is made:
- Verbally – we will acknowledge your Complaint in the same manner and, in writing, within one business day, or as soon as practicable thereafter;
- In writing – by email or via livechat, we will acknowledge your Complaint, in writing, within one business day or as soon as practicable thereafter.
3.2. When acknowledging your Complaint, we will also have regard to any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.
4. Investigation of your Complaint
4.1. If we cannot resolve your Complaint immediately, we may need further time to investigate your concerns.
4.2. We may also request that you provide us with further information to assist with our investigation.
4.3. If our Client Support team is not able to resolve the matter, then you can refer it as a Complaint to our Compliance team. They will carry out an impartial assessment of the Complaint to establish whether we have acted fairly and met all our contractual and other obligations. You can contact our Compliance team at compliancecrypto.au@pepperstone.com
Or by writing to:
Compliance Department
Pepperstone Digital Pty Limited
Level 16, Tower One
727 Collins St
Melbourne VIC 3008
AUSTRALIA
5. Complaint Response
5.1. We will provide you with a written response and outcome to your Complaint, including our reasons for the outcome, no later than 30 calendar days after receiving your Complaint where:
- Your Complaint is not resolved within 5 business days of us receiving your Complaint; or
- You have requested a written response.
5.2. If we reject your Complaint (whether in full or in part), our Complaint Response will:
- Identify and address the issues raised in your Complaint.
- Set out our findings on the material questions of fact raised in your Complaint, referring to the relevant supporting information; and
- Provide a sufficient level of detail for you to understand the reasons for our decision.
5.3. We are not required to provide a Complaint Response if:
- Your complaint is resolved to your complete satisfaction within 5 business days and you have not requested a Complaint Response; or
- Within 5 business days of receiving your Complaint, we will give you an explanation and/or apology in circumstances where we cannot take any further action to address your Complaint reasonably.
6. Delay in providing a Complaint Response
If we are unable to provide our Complaint Response to you on time because your Complaint is complex or due to circumstances beyond our control, we will write to you to explain the reasons for the delay.