Complaints Policy

Effective date: 10 April 2026 · Pocket Investor

We take all complaints seriously. If something has gone wrong — whether it is a privacy concern, a problem with the app, or an issue with how we handled your data — we want to hear about it and put it right. This policy explains how to raise a complaint and what happens next.

How to Lodge a Complaint

Send an email to [email protected] with the subject line:

Complaint — [brief topic]

For example: Complaint — data access request or Complaint — incorrect market data.

What to Include

To help us respond as quickly as possible, please include:

Your name
The email address linked to your Pocket Investor account
A clear description of the issue — what happened, when it happened, and any relevant details
What outcome you are seeking — for example, a correction, a deletion of data, a refund, or an explanation
Any supporting information — screenshots or other details that may help us understand the issue

What Happens Next

Step 1 — Acknowledgement (within 5 business days)

We will acknowledge receipt of your complaint by email within 5 business days of receiving it.

Step 2 — Investigation and response (within 30 calendar days)

We will investigate your complaint and provide a substantive response within 30 calendar days of receiving it. If the matter is complex and we need more time, we will let you know and give you an updated timeframe.

Step 3 — Resolution

Our response will explain what we found, what action (if any) we are taking, and your options if you are not satisfied with the outcome.

If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to an external body. The right body depends on the nature of your complaint.

Privacy complaints

If your complaint relates to how we have handled your personal information, you may contact the Office of the Australian Information Commissioner (OAIC).

Website: www.oaic.gov.au

Phone: 1300 363 992

Consumer complaints

If your complaint relates to our conduct as a business — for example, misleading conduct or a breach of the Australian Consumer Law — you may contact the Australian Competition and Consumer Commission (ACCC) or your state or territory's fair trading body.

ACCC: www.accc.gov.au

NSW Fair Trading: www.fairtrading.nsw.gov.au

Financial content concerns

Pocket Investor does not provide financial advice or financial services, and is not required to hold an Australian Financial Services Licence (AFSL). As a result, the Australian Financial Complaints Authority (AFCA) does not have jurisdiction over complaints about this app.

If you have concerns about financial content in the app — for example, if you believe content is misleading investors — you may contact the Australian Securities and Investments Commission (ASIC).

Website: www.asic.gov.au

Report a concern: asic.gov.au/about-asic/contact-us/how-to-complain

Contact

Pocket Investor

Email: [email protected]

Subject line: Complaint — [topic]

Jurisdiction: New South Wales, Australia

This Complaints Policy was last updated on 10 April 2026.