Complaints procedure
We want to hear it when something goes wrong. This page explains how to make a complaint to Dromela, what happens next and how to take it further if you are not satisfied with our answer.
Our commitment
A complaint is any expression of dissatisfaction about our products, services or staff where a response is expected. We treat every complaint seriously, whether it comes by email, through the contact form or in a phone call, and we do not charge for handling it. Making a complaint will never affect how we treat your account.
How we handle a complaint
Lodge it
Email [email protected] with the subject "Complaint" or tell your account manager that you want it recorded formally.
Acknowledgement
We confirm receipt and give you a reference number, normally within one business day.
Investigation
A person who was not involved in the matter reviews the facts, your account records and any messages.
Response
You receive a written answer that explains what we found, what we will do and why.
What we need from you
Give us your full name, the email address linked to your account, a description of what happened and when, and what outcome you are looking for. Screenshots and transaction references help.
Please do not send passwords, two-factor codes, full card numbers or exchange secret keys. We will never need them to look into a complaint.
Timeframes
- Acknowledgement of your complaint: within one business day.
- Final response for standard complaints: within 30 calendar days.
- If we need more time, we write to you before the 30 days end, explain why and give a new date.
For Australian users, these timeframes are set with the expectations of AFCA in mind.
If you are not satisfied: external review
If we have not resolved the matter within 30 days, or you are unhappy with our final response, you can take it to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution scheme. You will need to quote your complaint reference and our final response, if you received one.
You can also contact AUSTRAC or ASIC about issues that fall within their remit. We do not need to approve a referral, and you keep your legal rights throughout.
Our commitments to you
- Openness. We explain our reasoning, not just our decision.
- Confidentiality. Your complaint is shared only with people who need it to resolve it.
- Fairness. The reviewer is independent of the original issue.
- Communication. You hear from us at each stage without needing to chase.
- Learning. We record root causes and fix the process, not only the case.
Why complaints matter to us
Most problems are easier to fix when we know about them early. A delayed withdrawal, a confusing figure in a report or a call that was not handled well all tell us something about how the platform and our people are working. We read every complaint and group them by cause every month, so that the same issue is not raised again and again.
Complaints about third parties
Some of the services you use alongside Dromela, for example an exchange, a card issuer or a bank, are provided by other companies. We will still look at the part of the issue that relates to us and tell you who is responsible for the rest, but you may also need to raise the matter with that provider directly using their own process.
What counts as a final response
A final response is a written decision that tells you whether we uphold the complaint in full, in part or not at all, explains the reasons and, where relevant, describes the remedy. It also says how to escalate to AFCA. If our response is anything less than that, you can reply and ask us to treat it as an unresolved complaint.
Support for people who need extra help
If you need support to make a complaint, for example because of a disability, language needs or a personal crisis, tell us and we will adjust how we communicate. You can also ask a family member, friend or an advocate to act for you, once you have confirmed that to us in writing.
Contact for complaints
Email [email protected]. Our team is available every day, 24 hours (account managers and callback requests), and complaints are reviewed by the Client Support & Compliance department.