CFDs are complex, leveraged products and carry a high risk of rapid capital loss. Most retail investors lose money trading CFDs. You should not trade CFDs unless you understand how they work and can afford to lose the money you invest.
If something has gone wrong, we want to hear about it. Trading 212 AU will try to resolve your complaint in line with our Public Complaints Policy, and if you are not satisfied with our response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).
How to raise a complaint with us?
You can contact us in any of the following ways:
- In-app live chat: the fastest way to reach our Client Relations team.
- Email: by writing to our support address info@trading212.com
- Post: to our registered AU address, GPO Box 200, Sydney, NSW, 2000.
When raising a complaint, please include your account email, a clear description of what happened, and any relevant order or transaction IDs. This helps us investigate as quickly as possible.
How long will it take?
- Acknowledgement: we will confirm we have received your complaint within 1 business day.
- Resolution: we aim to provide a final response within 30 calendar days of receiving the complaint.
- Hardship notices: if your complaint involves financial hardship, please let us know. We are dedicated to working constructively with you in such situations.
📄 Note
If we need more time to investigate, we will let you know in writing and explain the reason.
How to escalate to AFCA?
If you are not satisfied with our final response, or if 30 calendar days have passed without one, you can escalate your complaint at no cost to the Australian Financial Complaints Authority (AFCA). AFCA is an independent body that resolves financial complaints between consumers and licensed financial firms.
Australian Financial Complaints Authority
- Website: www.afca.org.au
- Phone: 1800 931 678 (free call within Australia)
- Email: info@afca.org.au
- Post: GPO Box 3, Melbourne VIC 3001
What if my complaint involves a margin close-out or negative balance event?
Please raise them through the same channels and reference the relevant position or order.