Dispute Handling

ThinkForex aims to provide superior customer service, in the event you are dissatisfied with any aspect of our service; please give us the opportunity to investigate and answer your questions.

If you wish to lodge a complaint:

 
  1. First compile all documents that relate to your complaint and any questions that you wish to have answered.
  2. Inform the ThinkForex Client Services Team and/or your Account Manager with details of your complaint. You can call us on +61 3 9093 3400; or alternatively email us at support@thinkforex.com. We will review the situation and will resolve it at this initial level if we can.
  3. If the matter is still not resolved to your satisfaction, please ask the staff member that has been dealing with your case to escalate your complaint to their Line Manager to investigate. The staff member should consequentially provide you with their Line Manager's contact details.
  4. If your dispute is still not resolved you may refer your case to the Complaints Officer, who will conduct an independent review and contact you directly. Please set out your complaint clearly in writing

Mail:

 

ThinkForex - Complaints Officer
Level 11
636 St. Kilda Road.
Melbourne, VIC, Australia 3004


Email:

 

support@thinkforex.com (Please mark your email Attn.: Complaints Officer)

At this stage we will aim to resolve your complaint within a period of 28 days. If the complaint is more complex and takes longer than 28 days we will communicate the reasons for the delay. The Complaints Officer will provide a full written response to you.

If you are not satisfied with the outcome of your complaint you have the right to refer the matter to the Financial Ombudsman Service (FOS). You should note that FOS will not consider a complaint until we have had the opportunity to address the complaint. Contact details for FOS are outlined below:


Mail:

 

The Financial Ombudsman Services
GPO BOX 3
Melbourne VIC 3001
Australia


Other
 

Telephone: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Web: www.fos.org.au

Contact ThinkForex

Australia

Level 11, 636 St. Kilda Road.

Melbourne, VIC, Australia 3004

AFSL Number: 424700

ABN Number: 69 158 361561


AU: +61 3 9093 3400

Email: support@thinkforex.com

UK

TF Global Markets (UK) Limited.

2 Copthall Avenue, London, EC2R 7DA.

FCA Number: 629628

Registration Number: 09042646


UK: +44 203 514 2374

CN: +86 400 990 8300

Proud Supporter of:
Proud gold supporter of the Champion for Children Program - Unicef
Follow us