Complaints

Complaints Policy of QUANTLUX

We are committed to handling every complaint seriously, confidentially and with a reasoned response. This page explains step by step how to lodge a complaint, what information we need and the time frames you can expect.

1. Lodging the complaint

Send your complaint from your registered email address to [email protected] with the word "Complaint" in the subject line. You can also raise it through your personal manager, who will refer it to the relevant team.

2. Admission and registration

We check that the complaint contains the minimum elements (user identification, description of the facts and date). If information is missing, we will request it within 3 business days. Each complaint receives a tracking number.

3. Internal analysis

The responsible team reviews the account history, technical records and the documentation provided. Where necessary, we ask for further clarification or supporting evidence.

4. Reasoned response

We reply in writing within a maximum of 10 business days, extendable once for the same period in complex cases, notifying you of the extension and its reason before the first period expires.

5. Closure and follow-up

The response states the conclusion of the analysis and, where applicable, the measures adopted. If you are not satisfied, you can escalate the complaint as described below.

Information you should provide

• Full name and registered email address.
• Approximate date of the event and transaction number (if applicable).
• A clear description of the problem and the outcome you expect.
• Screenshots or supporting documents, if available.

Never send full passwords, verification codes or complete card details. No member of our team will ask for them.

Time frames

Complaint registration: up to 3 business days. Response: up to 10 business days from admission. Exceptional extension: one only, of up to 10 business days, duly justified. Time frames relating to payment operations are additionally governed by the rules applicable to financial services in Australia.

Escalation and external dispute resolution

If the internal process does not resolve your complaint, you may refer the matter to the Australian Financial Complaints Authority (AFCA), which provides free external dispute resolution, or to the relevant regulator depending on the service involved. We recommend keeping a copy of all correspondence exchanged.

Our commitments

• Transparency: every response explains the analysis performed and its basis.
• Confidentiality: complaint data is handled under our Privacy Policy.
• Objectivity: the analysis relies on verifiable records, not opinions.
• Communication: we inform you of every status change of your complaint.
• Continuous improvement: complaints feed our process reviews.
• No retaliation: lodging a complaint never affects the quality of the service you receive.

Contact

Complaints email: [email protected] · Level 8, 380 Collins Street, Melbourne VIC 3000, Australia · Support 24/7. See also the contact page for other channels.