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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:

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. 


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Stakeshop Pty Ltd, trading as Stake, ACN 610105505, is an authorised representative (Authorised Representative No. 1241398) of Sanlam Private Wealth Pty Ltd (Australian Financial Services Licence No. 337927) ('Sanlam') and an authorised representative (Authorised Representative No. 1241398) of Airwallex Pty Ltd (Australian Financial Services Licence No. 487221) ('Airwallex'). Stake is not authorised by Airwallex under Airwallex’s AFSL to arrange for clients to be issued with securities as Airwallex is not authorised under its AFSL for this purpose. Stake is not authorised by Sanlam under Sanlam’s AFSL to arrange for clients to be issued with a non-cash payment facility as Sanlam is not authorised under its AFSL for this purpose. Stake SMSF Pty Ltd (‘Stake Super’) is not licensed to provide financial product advice under the Corporations Act. This specifically applies to any financial products which are established if you instruct Stake Super to set up a self managed super fund (‘SMSF’). When you sign up to Stake Super, you are contracting with Stake SMSF Pty Ltd who will assist in the establishment of a SMSF under a ‘no advice model’. You will also be referred to Stakeshop Pty Ltd to enable your trading account and bank account to be set up in order to use the Stake Website and/or App. Stakeshop Pty Ltd will also run marketing and promotions to you under. For more information about SMSFs, see our SMSF Risks page.The information on our website or our mobile application is not intended to be an inducement, offer or solicitation to anyone in any jurisdiction in which Stake is not regulated or able to market its services. At Stake and Stake Super, we’re focused on giving you a better investing experience but we don’t take into account your personal objectives, circumstances or financial needs. Any advice given by Stake is of a general nature only. As investments carry risk, before making any investment decision, please consider if it’s right for you and seek appropriate taxation and legal advice. Please view our Financial Services GuideTerms & ConditionsPrivacy Policy and Disclaimers  before deciding to invest on or use Stake or Stake Super. By using our website or service in any way, you agree to our Privacy Policy and Terms & Conditions. All financial products involve risk and you should ensure you understand the risks involved as certain financial products may not be suitable to everyone. Past performance of any product described on this website is not a reliable indication of future performance. Stake and Stake Super are registered trademarks in Australia.

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