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Compliments and Concerns

At Equity Cube, we’re committed to providing a high standard of service to every client. Your feedback — whether positive or critical — helps us do that better. We take all compliments and concerns seriously, and we’ve made the process of sharing them as straightforward as possible.

Compliments

If one of our brokers or team members has provided you with exceptional service, we’d love to hear about it. Recognising great work matters to us and to the people who work hard to deliver it.

You can share a compliment by:

  • Email: hello@equitycube.com.au
  • Online: equitycube.com.au/contact

Concerns and Complaints

If you feel we haven’t met the standard of service you expected, we want to know. We encourage you to raise your concern with us directly — if we don’t know about it, we can’t fix it.

How to Lodge a Complaint

You can raise a concern or complaint through any of the following:

  • Email: hello@equitycube.com.au
  • In writing: addressed to The Complaints Officer, Equity Cube

Please provide as much detail as possible about your concern, including your name, contact details, the nature of the complaint, and any relevant dates or reference numbers.

What Happens Next

Once we receive your complaint, we will:

  • Acknowledge receipt of your complaint in writing within 5 business days.
  • Investigate your complaint fairly and thoroughly.
  • Work to resolve your complaint as quickly as possible.
  • Keep you informed of progress if the matter takes longer to resolve.

In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and advise when we expect to have completed our investigation.

When our investigation is complete, we will write to you with the outcome and our reasons.

Requesting a Status Update

You can contact us at any time to ask for an update on your complaint. Please refer to your earlier communication so we can respond effectively.

 

Taking It Further — Australian Financial Complaints Authority (AFCA)

We hope to resolve your complaint directly. However, if your concern remains unresolved after 45 days, or you are not satisfied with our response, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA) — an independent, free dispute resolution service.

AFCA can be contacted at:

  • Phone: 1800 931 678 (free call)
  • Website: www.afca.org.au
  • Email: info@afca.org.au
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

 

Privacy

All feedback and complaints are handled in accordance with our Privacy Policy. Your personal information will only be used for the purpose of investigating and responding to your complaint. For more information, see our Privacy Policy at equitycube.com.au/privacy-policy.

 

Contact Us

Email: hello@equitycube.com.au

Website: equitycube.com.au