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Dispute resolution

Introduction

At Arc Money, we are committed to resolving any disputes or concerns you may have in a fair and efficient manner. This Dispute Resolution Policy outlines the steps you can take to resolve issues related to our services, and the procedures we follow to address and resolve disputes.

Effective date September 16th, 2024.

1. Internal dispute resolution

Before initiating formal dispute resolution procedures, we encourage you to contact us directly to discuss any issues or concerns you may have. Our goal is to resolve disputes promptly and amicably. You can reach us via the Contact Us section of this website. 

If you are not satisfied with our initial response or if the issue remains unresolved, please follow these steps:

a. Submit a Written Complaint
Send a written complaint addressed to the Complaints Officer via email to info@arcmoney.com.au. Your complaint should include:

  • Your name and contact information
  • A detailed description of the issue
  • Any supporting documents or evidence
  • The resolution you are seeking

b. Acknowledgment and Review
Upon receiving your complaint, we will acknowledge receipt within 10 business days and begin our review process. We aim to provide a formal response within 10 business days of receipt.

3. External dispute resolution

If the complaint is not resolved to your satisfaction through our internal process, you may seek resolution through the Australian Financial Complaints Authority (AFCA). AFCA is a service that provides you with an independent mechanism to resolve complaints. 

4. Changes to the Dispute Resolution Policy

We reserve the right to modify this Dispute Resolution Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about any updates.