Customer Feedback

Firma is committed to working with you to find a fair and equitable resolution to any concerns that you may have about our products or services. We ask that your first contact regarding questions or concerns be with your Currency Expert at Firma.

When you make a complaint, Firma will:

  • Ensure that we understand the issues
  • Do what we can to find a resolution
  • Keep you informed of the progress

If you feel that we have not found a suitable resolution at this level, please contact us at:

Firma Foreign Exchange Corporation
Compliance Department
Suite 801, Level 8, 2 Bulletin Place
Sydney NSW, 2000
[email protected]

Firma will acknowledge the escalation of your complaint within 24 hours and work with you to find a suitable resolution. We will inform you of our progress on the resolution and ensure that you have direct contact information with us as part of this process. We will keep a record of your complaint so that we can provide a final response to you within 30 days of your complaint. If we are unable to provide you a response in this timeframe, we will send you an update.

If over 30 days have passed since your initial complaint, and you haven’t heard from us, or if you feel that Firma has not met your concerns in a fair and equitable way, you may lodge a complaint:

Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001 
Phone: 1800 931 678 (free call)
Email: [email protected]
Website: www.afca.org.au