Complaints

1. Purpose of this process

This page explains how Polar Zinsmere handles client complaints, from the moment you raise one through to resolution. We take every complaint seriously, whether it concerns account access, a transaction, a fee, or the conduct of a member of our team, and we commit to reviewing each one fairly and promptly.

A complaint doesn't need to be about something going seriously wrong to be worth raising. If a fee looked different from what you expected, a support response felt slow, or a feature didn't behave the way you thought it would, that's exactly the kind of thing this process exists to look into and, where we've gotten something wrong, put right.

2. How to raise a complaint

Send an email to [email protected] with the subject line "Complaint", describing what happened, when, and what outcome you're looking for. Our process then runs in stages:

3. What we need from you

To investigate efficiently, please include your registered email address or account reference, a clear description of the issue, relevant dates, and any screenshots or documents that support your complaint. Please do not send full card numbers, passwords, or 2FA codes in a complaint email; our team will never ask for these.

The more specific your complaint, the faster we can investigate it properly. "Something went wrong with a withdrawal" takes longer to resolve than "my withdrawal on 14 August for A$400 hasn't arrived after five business days", since the second version lets us go straight to the relevant transaction record instead of asking follow-up questions first.

4. Timelines

We acknowledge complaints within one business day and aim to provide a full response within ten business days. More complex matters, such as those requiring a detailed transaction review, may take longer; if that happens, we'll let you know the reason and give you an updated timeframe rather than leaving you without an update.

If ten business days pass without a substantive update on an open complaint, follow up using your reference number and we'll escalate the review internally. We'd rather hear that a timeline has slipped from you than have you assume nothing is happening.

5. Escalation and external dispute resolution

If our internal process doesn't resolve your complaint to your satisfaction, you may be entitled to escalate the matter to an independent external dispute resolution body appropriate to your jurisdiction and the nature of your complaint. We'll confirm at the end of our internal process whether external escalation applies to your case and point you toward the right avenue at that stage.

For Australian clients, eligible complaints that remain unresolved through our internal process can generally be referred to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution body. We'll provide the specific referral details relevant to your complaint if internal escalation doesn't resolve it.

6. Our commitments

• We review every complaint on its facts, without assuming a client is wrong before we've looked into it.
• We keep your complaint and any personal details connected to it confidential, shared only with the team members who need them to investigate.
• We communicate clearly, in plain language, without unexplained delays.
• We treat a complaint as a signal to check whether a process needs to improve, not just as a single case to close.

7. Contact

Email [email protected] to open a complaint, or to follow up on an existing one using your reference number.