Coinstash is committed to fast, professional support that goes beyond what our members expect. Should something fall short, or if you'd like to raise a complaint, get in touch with us directly. The steps below will point you to the right place so we can help with your enquiry.

Your first port of call should be our experienced Support Team, who can assist with questions about your account, your trading activity, or the Platform itself.

You can reach them by:

Our team typically responds within minutes, and a range of FAQs is available on our website around the clock. If your concern remains unresolved after this, you're welcome to lodge a formal complaint.

There are several ways to submit a complaint, and doing so is completely free:

We'll confirm we've received your complaint, either in writing or verbally, usually within one business day or as soon as we reasonably can.

Our dedicated Dispute Resolution Team will carefully examine the details you've provided along with any related correspondence between you and Coinstash. We may come back to you during this stage if we need additional information or documents to assess the matter fairly.

If, within the first five (5) business days, we're able to either resolve the issue to your satisfaction or offer an explanation and/or apology where nothing further can reasonably be done, your complaint may be closed and marked resolved at that point rather than continuing to the next stage.

Once our assessment is complete, we'll issue a formal response within 30 days of receiving your complaint. If circumstances outside our control, or the complexity of the matter, prevent us from meeting that timeframe, we'll let you know as soon as we reasonably can when to expect our reply.

If our final response or the way we've handled your complaint doesn't satisfy you, you can escalate the matter to the Australian Financial Complaints Authority (AFCA) for independent review.

AFCA is a free, impartial ombudsman service that helps individual consumers and small businesses settle disputes with financial firms like Coinstash. Note that if you approach AFCA before we've finished our internal dispute resolution (IDR) process, they will generally send the complaint back to us so we can complete it first.

For more about AFCA, the complaints they handle, and how their process works, you can contact them directly:

If you find our website difficult to use or have trouble lodging your complaint, let us know and we'll make alternative arrangements, so your complaint is still received and handled fairly and efficiently.