BlackBull Group Limited (BlackBull Markets) offers clients Internal and External Complaints Resolution procedures. Clients are encouraged to initially try to resolve any complaints or disputes through the internal Complaints handling procedures, which are:
Step 1 - Submit your complaint to email@example.com
Please Put your comments or complaint in writing and provide as much information as possible including your details (account number, name), dates, times, names of persons involved, what happened and anything else you feel is necessary to mention.
Step 2- Confirmation from BlackBull Support Team
Once you have submitted your complaint you will receive a confirmation email within 24 hours. The confirmation email will acknowledge the receipt of your complaint and will provide you with an approximate date by when you should receive a response from BlackBull Markets Team
Step 3 - Response from BlackBull Markets
We may request further information or have questions that need clarification. You will be notified and given an opportunity to respond. Once all the information has been gathered BlackBull Markets will issue a response with the company’s position on the matter and in most cases offer solutions for resolving the issue.
Please note that whilst we aim to respond to a complaint within seven days, certain circumstances require due-diligence and have more than one party involved which can delay the process.
Step - 4 - Resolution
If both parties are satisfied with the outcome a letter will be sent or emailed to the customer with the final resolution.
If in the case where a client is unhappy or dissatisfied with the result and no resolution can be agreed to; the customer will have the ability to take the dispute up with FSCL Disputes Resolution scheme where BlackBull Group is a registered party.
FSCL Contact details
Name: FSCL (Financial Services Complaints Limited)
Call Free: 0800 347 257
Phone: +64 4 472 3725
4th Floor, 101 Lambton Quay, Wellington, NZ
Postal Address: PO Box 5967, Lambton Quay, Wellington, NZ, 6145