We aim to provide superior customer service, in the event you are dissatisfied with any aspect of our service; please give us the opportunity to investigate and answer your questions.
If you wish to lodge a complaint:
- First compile all documents that relate to your complaint and any questions that you wish to have answered
- Inform the Vantage FX Support Team and/or your Account Manager with details of your complaint. You can call us on 1300 858 952 or (02) 8999 2046; or alternatively email us at email@example.com. We will review the situation and will resolve it at this initial level if we can.
- If the matter is still not resolved to your satisfaction, please ask the staff member that has been dealing with your case to escalate your complaint to their Line Manager to investigate. The staff member should consequentially provide you with their Line Manager’s contact details.
- If your dispute is still not resolved you may refer your case to the Complaints Officer, who will conduct an independent review and contact you directly. Please set out your complaint clearly in writing
Vantage FX Pty Ltd – Complaints Officer
Level 29, 31 Market Street
Sydney NSW 2000
At this stage we will aim to resolve your complaint within a period of 28 days. If the complaint is more complex and takes longer than 28 days we will communicate the reasons for the delay. The Complaints Officer will provide a full written response to you.
If your complaint has not been resolved to your satisfaction you may then refer the matter to our independent external resolution scheme, the Financial Ombudsman Service (FOS).
FOS is an independent organisation established to resolve disputes between financial institutions and their customers. You should note that FOS will not consider a complaint until we have had the opportunity to address the complaint, and any reference to FOS cannot be made by you until you receive a final response from us or 45 days after the date of your complaint, whichever is sooner.
The Financial Ombudsman Services
GPO BOX 3
Melbourne VIC 3001