How do I make a complaint?
If you wish to make a complaint, our Customer Success Team can be contacted via chat through our website or by email at firstname.lastname@example.org. We will try to resolve your complaint honestly, efficiently and fairly.Superhero has a formalised client complaint resolution procedure in place to resolve any complaints or concerns you may have about the services provided to you. Our complaints team reviews, records and investigates all complaints Superhero receives and escalates matters to the Superhero Compliance Department as required. If you make a complaint, our first response will be to contact you to discuss the complaint and to register a formal record of such complaint. If, despite our best efforts you believe your complaint has not been satisfactorily dealt with, you may contact an independent industry arbiter, namely, the Australian Financial Complaints Authority (“AFCA”), of which Superhero Securities (No. 31571) is a member.