Complaints handling.
We take complaints seriously. If you're not happy with something we've done, please tell us — we'd rather know than not. This page outlines how to lodge a complaint and what happens after you do.
Talk to us first.
Most issues can be resolved quickly if they're raised with us directly. Please contact your broker or email info@hypercubefinance.com.au with as much detail as you can — including what happened, when, and what outcome you'd like to see.
We will acknowledge receipt of your complaint within one business day and assign it to a senior member of the team who is independent of the issue where possible.
Internal dispute resolution.
We aim to resolve all complaints within 21 calendar days of receipt, in line with ASIC Regulatory Guide 271. If your complaint is more complex and we need additional time, we will write to you explaining the reasons and confirming when you can expect a final response.
Our final response will explain our findings, the outcome, and your right to escalate if you are not satisfied.
External dispute resolution (AFCA).
If we are unable to resolve your complaint to your satisfaction, or if 30 days have passed without a final response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides free, fair and independent financial services complaint resolution.
AFCA contact details: afca.org.au · 1800 931 678 · info@afca.org.au · GPO Box 3, Melbourne VIC 3001.