Wexmoraine
Documents / Complaints

A concern deserves
a documented response.

Use this process to identify the organisation responsible, explain what happened and keep a record of the outcome you are seeking. You do not need to use technical or legal language.

Start with the right recipient

Website issue or
financial account issue?

For content, contact-data handling or the enquiry process on Wexmoraine, write to our published support address. For an order, account restriction or withdrawal, also lodge the complaint directly with the provider responsible for that service.

Sending a message to this website does not necessarily start an external provider’s formal complaint clock. Ask that provider to confirm receipt and its applicable response deadline.

Complaint email
[email protected]
Responsible department
Client Support & Compliance
Postal address
Level 4, 28 Constitution Avenue, Canberra ACT 2601, Australia
Three connected stages representing submission, review and escalation

From first report to final response.

A concise chronology helps the receiving team understand a problem without repeated requests. Preserve originals of important messages and provide copies of relevant evidence.

  1. Submit the complaint

    Use “Formal complaint” in the subject. Include your contact details, the relevant service or provider, dates, reference numbers, what went wrong and the remedy you seek.

  2. Request acknowledgement

    Ask for a case number, the person or team reviewing the issue and the date a response is due.

  3. Review the investigation

    Respond to proportionate requests for missing evidence. If there is a delay, ask why, what remains outstanding and when the next substantive update will arrive.

  4. Read the final position

    A useful final response explains the findings, reasons, any proposed remedy and the available escalation route. Keep it even if you disagree with the conclusion.

External review in Australia

Know the role of each body.

External complaint rights depend on the provider, product and nature of the dispute. Confirm the firm’s membership and the current time limits before relying on any general summary.

AFCA

For an eligible complaint against a member financial firm, AFCA may provide independent dispute resolution. Contact AFCA if the firm’s final response is unsatisfactory or its applicable response period has expired.

ASIC

ASIC receives reports of misconduct and oversees relevant financial services obligations. Reporting to ASIC does not generally obtain individual compensation or replace lodging an eligible dispute with AFCA.

Privacy complaints

A complaint about personal information may belong with the operator’s privacy contact and, if unresolved and within scope, the OAIC. Financial loss and privacy handling can require separate routes.

Many standard complaints to covered Australian financial firms have a 30-calendar-day internal dispute resolution timeframe, but exceptions and different categories apply. This is not a confirmed response promise by the website operator. Ask the firm or AFCA which period applies to your complaint.

Do not wait for a complaint response if funds are being stolen or an account is compromised. Contact the bank or account provider immediately to request protective action, and retain the fraud report reference.

Urgent fraud guidance