Complaints Policy

Resolving Complaints

OFX is committed to providing its customers with the highest standard of service. If you have a concern or complaint we encourage you to contact us so that it can be resolved.

When you make a complaint to us we will:
• Acknowledge your complaint and make sure we understand the issues
• Do everything we can to fix the problem
• Keep you informed of progress
• Keep a record of your complaint
• Give you a name, reference number and contact details so that you can follow up if necessary
• Provide a final response to you within 45 days

Complaints Procedure

Step 1. Contact us

Please speak to your usual contact at OFX at first instance. Our staff will be pleased to assist you and complaints can often be resolved at this early stage.

Step 2. Internal Investigation

If we can’t resolve your complaint on the spot, or if it requires more detailed investigation, the matter will be referred to our Compliance Manager. We will ask you to set out your complaint in writing, providing as much detail as possible so that the Compliance Manager can fully investigate the issue. They will then contact you with the results of their findings within 45 days of your original complaint.
You can contact the Customer Services Support Department on +1300 300 424 or +61 2 8667 8090 for further information as to how complaints are handled by us internally.

Step 3. External Review

Any dispute or difference whatsoever in connection with the Customer Agreement you have entered into with us must, in the first instance, be dealt with in accordance with our Internal Complaints Handling System. If the dispute or difference cannot be resolved by us internally, it should be submitted for arbitration to the Singapore International Arbitration Centre (“SIAC”).