Step 1 - Submit your complaint to firstname.lastname@example.org
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, and what happened or anything else you feel is necessary to mention).
Step 2 - Confirmation from BlackBull Support Team
Once you have submitted your compliant, 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)
Member Number: 5623
Telephone Toll Free Number: 0800 347 257 Phone: +64 4 472 3725
Physical Address: 4th Floor, 101 Lambton Quay, Wellington, NZ
Postal Address: PO Box 5967, Lambton Quay, Wellington, NZ, 6145