Complaints Guide

Complaints Guide

At PrimaryMarkets, we are committed to providing exceptional service and support to all our clients. We understand, however, that there may be times when our services might not meet your expectations. We take your concerns seriously and are committed to addressing them as efficiently and fairly as possible.

How to make a complaint

If you're dissatisfied with any aspect of our service, we encourage you to let us know.

The fastest way to resolve your issue is to get in touch with your usual contact at our firm or by contacting our client service team on +61 2 9993 4475 (Monday – Friday, 9am-5pm AEST). Our team can often resolve any issues on the spot. 

Alternatively, you can email us at info@primarymarkets.com.

Not satisfied?

If you are not satisfied with the response you receive from our representative, you can lodge a formal complaint either by:

Email : info@primarymarkets.com (subject: Attn: Complaints Officer, Formal Complaint)
Mail : Attn: Complaints Officer, PrimaryMarkets, Level 6, 56 Pitt Street, NSW 2000
Phone : +61 2 9993 4475 (Monday-Friday, 9am-5pm AEST)

We encourage you to use the following template to lodge your complaint:

What happens next?

  1. Acknowledgment: We endeavour to acknowledge receipt of your complaint within 24 hours (during business days), providing you with the name and contact details of the person handling your case.
  2. Investigation: Your complaint will be investigated thoroughly by someone with the appropriate knowledge and authority. We may contact you if we need further information.
  3. Resolution: We aim to resolve complaints as quickly as possible. We will keep you updated on our progress, and we strive to reach a resolution within 30 business days.
  4. Final Response: Once we have completed our investigation, we will send you a final response letter outlining our findings, any actions we have taken, and our proposal(s) to resolve your complaint

Escalation for retail investors

If you are a retail investor and you are not satisfied with our response, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), who will provide you with a free and independent assessment of your complaint.

AFCA can be contacted as follows:

Mail : Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Phone : +61 1800 931 678 (free call within Australia)
Fax : +61 3 9613 6399
Email : info@afca.org.au
Website : www.afca.org.au

Privacy Complaints

If your complaint is privacy related, please refer to the PrimaryMarkets Privacy Policy located on our website for details on contacting us and our process for managing your complaint.

Other enquiries

If you wish to contact PrimaryMarkets for a general enquiry, please call us on +61 2 9993 4475 (Monday – Friday, 9am-5pm AEST) or email at info@primarymarkets.com