Making a complaint

Last updated 11 May 2026

We want to resolve any issues you have with Carat Hunter quickly and fairly. If something is not right, please give us a chance to put it right before escalating. The steps below set out how we handle complaints and what to expect.

Email us at [email protected] with a clear description of the issue. If your complaint relates to privacy or personal information, please send it to [email protected] instead.

To help us respond quickly, please include:

• A clear description of the issue and when it happened.
• Any relevant account, transaction, or diamond reference details.
• Screenshots or links to the affected page where possible.
• The outcome you are seeking from us.

We will acknowledge your complaint within 5 business days and aim to provide a substantive response within 30 days.

If your complaint is complex or needs input from a third party, we will keep you updated on progress and timing.

If we cannot resolve the matter to your satisfaction, you have the right to escalate to an external regulator. Australian residents can contact:

• Australian Competition and Consumer Commission (ACCC) — consumer law and unfair practices
• Office of the Australian Information Commissioner (OAIC) — privacy and personal information
• Consumer Affairs Victoria — state-level consumer matters

Users in the European Union and the United Kingdom have equivalent rights before their local data protection authority and consumer regulator.

Need to get in touch first?

If you have not yet contacted us about the issue, our contact page is the fastest way to reach the right team.