If you have a problem with the service you receive from Axi, you have the right to lodge a complaint. For these purposes, Axi defines a complaint as “an expression of dissatisfaction made to us by clients, related to our trading products or services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

Complaints can be lodged by contacting our Client Services team via phone, chat, or email. Please refer to our Complaints Handling Policy for more details.

Complaints Handling Policy

On receipt of your complaint our staff will attempt to discuss the issue with you and, if required, undertake an investigation. Our internal procedures allow us up to 14 days to deal with a complaint. If we are unable to resolve the complaint within 14 days, we will:

(a) Inform you of the reasons for the delay;

(b) Provide you with updates on the progress of the complaint, and

(c) Specify a date when a decision can be expected.

In most cases, we expect the above process will deal with matters fully and to your satisfaction. However, if the dispute cannot be resolved to your satisfaction, clients can enter External Dispute Resolution.