Complaints Policy

YourPortfolio.com Pty Ltd and its related entities (referred to as YP, we, our or us) has in place comprehensive internal and external complaints resolution processes to ensure that complaints are resolved with minimum inconvenience to all parties. 

 

Please note that references to the Australia Financial Complaints Authority (AFCA) in this Policy is only relevant to the securities trading service offered by YP Operator Pty Ltd, a Corporate Authorised Representative of YP Securities Limited (AFSL No. 531729).

If you have a complaint about a service offered by YourPortfolio.com Pty Ltd or its related entities, please contact our Support Team on 1300 968 793, or write to YP at:

 

YourPortfolio.com Pty Ltd: Complaints Resolution Process

Level 5, 35-43 Grafton Street

Bondi Junction NSW 2022

 

or email: compliance@yourportfolio.com

 

Please provide the detail and reason for your complaint and we will endeavour to acknowledge your complaint within one business day or as soon as practicable, and will attempt to resolve the matter and respond within 5 business days of receipt. A final response may take up to 30 calendar days, depending on the particular circumstances of the complaint.
 

If we are unable to provide a final response within this period because of complex circumstances of your complaint and/or due to circumstances beyond our control that are causing delays, we will advise you in writing within 30 calendar days of receiving your complaint to inform you:
 

  • The status of your complaint;

  • The reasons for the delay;

  • That you can complain to AFCA if you are dissatisfied; and

  • Provide you with the contact details for AFCA.

 

If your complaint relates to a financial service offered by YP Operator Pty Ltd, and the issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. AFCA is an external dispute resolution scheme that provides fair and independent financial services complaint resolution that is free to consumers.

 

AFCA’s details are as follows:

Online:    www.afca.org.au

Email:     info@afca.org.au

Phone:    1800 931 678 (free call)

Mail:        Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
 

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Please note that a complaint must first be submitted to YP’s complaints handling process to give us an opportunity to review it before it can be referred to AFCA.