Complaints and Disputes

Complaints and Disputes

At SDCE, we strive to provide service and support that exceeds our customers’ expectations. If you have had any issues with our service or you want to raise a dispute in regard to any Withdrawal or Deposit, then please do not hesitate to contact us.

There are three stages entailing our dispute and complaint resolution.

First Stage

·       Contact customer support team directly.

·       Leave a request at our support@sdce.com.au 

Second Stage

·       If you are still not satisfied with the response from customer support, you may then contact our senior management at complaints@sdce.com.au.

How long does it take?

SDCE is committed to resolving disputes and complaints in an expedient manner, however, it may not always be the case. Depending on the nature of the issue, normally this may take no more than 7 business days. If additional time is required, we will notify you accordingly.

In the circumstance where SDCE requires further clarification or documentation from you in order to resolve the issue, the 7-business days will not commence until you have provided the SDCE with the further clarification or documentation as required.

Third Stage

·       In any event, if you still feel that your complaint or dispute is not resolved to your satisfaction, your last option will be proceeding to the Financial Ombudsman Service Australia for a resolution.