How to make a complaint
You can contact us in any of these ways:
- Use our contact form and select Complaint as the subject.
- Email the customer care team for your country (details below).
- Speak with a team member at your nearest LotusFX branch.
What to include
To help us investigate quickly, please provide:
- Your full name and best contact details
- Date, branch or channel involved (website, app, phone, in store)
- Transaction or reference number if you have one
- A clear description of what happened and how you would like it resolved
What happens next
- We acknowledge complaints and aim to respond within a reasonable timeframe
- We investigate fairly and keep you updated where needed
- We confirm the outcome and any next steps in writing where appropriate
Complex matters may take longer. If we need more time, we will let you know.
Customer care contacts
- Australia: aucustomercare@lotusfx.com
- New Zealand: nzcustomercare@lotusfx.com
- Fiji: fjcustomercare@lotusfx.com
External options
If you are not satisfied with our response, you may be able to escalate to an external dispute resolution body or regulator that applies in your country. We can point you to the relevant scheme when we respond to your complaint.