Complaints Policy

Overview

At Stake, we are committed to providing exceptional service to our clients. However, we understand that there may be instances where you are not completely satisfied with our services. We value your feedback and take your concerns seriously. This policy outlines our approach to handling complaints and ensuring that these are addressed in a fair, transparent, and timely manner. We strive to investigate each complaint competently, diligently and impartially.

Lodging a Complaint:

If you wish to lodge a complaint with us, you can do so through the following channels:

By completing the ‘contact us’ form
Email address: support@hellostake.com
Phone number: (02) 8294 6149
Postal address: Stakeshop Pty Ltd c/o BDO, Level 11, 1 Margaret St, Sydney NSW 2000, Australia

We are here to assist you throughout the complaint process. If you require additional assistance to lodge a complaint due to accessibility or other reasons, please let us know. We are committed to accommodating your needs.

What happens after we receive your complaint

Upon receipt of your complaint, Stake will:

Acknowledge your complaint promptly, usually within 1 business day
Thoroughly assess and investigate your complaint to understand the issues and gather relevant information
Keep you updated of the complaint handling process
Provide you with a final response, outlining our findings and proposed resolution (if any).

We understand the importance of timely resolution. While the complexity of the issue may influence the exact timeframes, we strive to provide you with a final response within 30 calendar days from the date of receiving your complaint. If we are unable to provide you with a final response within this timeframe, we will inform you accordingly and explain the reasons for the delay; your right to complain to AFCA if you are dissatisfied; and the contact details for AFCA.

External review

If you are not happy with the response we provide, or if you have not received a response within the specified timeframes, you have the option to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free, independent dispute resolution scheme that provides a platform for resolving disputes between consumers and financial firms.

You can contact AFCA:

By telephone on 1800 931 678
By writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
Online at https://www.afca.org.au/make-a-complaint

Time limits may apply to complain to AFCA, so you should consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

For more information, please refer to their website: https://www.afca.org.au/

If you have any questions or if we can provide any assistance with lodging a complaint, please contact us.