1. Our commitment
We would always rather know when we have fallen short. A complaint is treated as information we can act on, not as a nuisance. You will never be treated differently as a customer because you raised one.
2. How to complain
You can raise a complaint in whichever way suits you:
- Support ticket — sign in and open a ticket from your dashboard, or use the help widget on any page. This is the fastest route, because it attaches automatically to your account.
- Email — support@easthertradingpty.com
- Phone — +1 (555) 123-4567
- Post — write to us at the address shown in the footer of this page.
3. What to include
The more specific you are, the faster we can investigate:
- Your name and the email address on your account.
- Any application or transaction reference number.
- What happened, and when.
- What you would like us to do to put it right.
4. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and give you a reference | Within 3 business days |
| Investigation | A person not involved in the original decision reviews it | Ongoing |
| Update | If we need longer, we explain why and when to expect an answer | Within 4 weeks |
| Final response | A written outcome explaining our decision and reasoning | Within 8 weeks |
5. If you are not satisfied
If you disagree with our final response, tell us — in many cases a second look resolves it. You may also be entitled to refer your complaint to the relevant financial ombudsman or dispute-resolution body for your jurisdiction, usually within six months of our final response. Our final response will tell you which body applies and how to contact them.
6. Complaints about your data
If your concern relates to how we handle your personal information, our Privacy Policy explains your rights and how to exercise them. You also have the right to complain to your national data protection authority.
7. Financial difficulty
If your complaint relates to repayments you are struggling with, please say so clearly. We can usually pause collections activity while we investigate, and we would rather agree a workable arrangement than let a situation deteriorate.
