At Vantage FX, we aim to consistently provide high standards of service to all our clients. We do recognise, however, that we may not always be able to live up to your expectations.
Should you wish to lodge a complaint on any aspect of the services provided by Vantage FX, please contact Customer Support on 1300 858 952 or (02) 8999 2046; or alternatively email us at [email protected]
We have established an internal dispute resolution policy to ensure that your complaint is dealt with efficiently and by the correct person. We will seek to resolve your complaint within 7 days or such further time period that may reasonably be required given the nature of the complaint.
To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including:
- 1.Your name, date of birth and address
- 2.Your trading account number and order number(s)
- 3.A clear description of your complaint
- 4.Details of what you would like us to do to put it right
- 5.Copies of any relevant documents, such as letters, screenshot, trading statements, etc.
- 6.A daytime telephone number where we can contact you
If our Customer Support Team is unable to resolve the matter to your satisfaction, you can refer your case to our Compliance Department.
Please set out your complaint clearly in writing to:
Vantage Global Prime Pty Ltd
Attention: Compliance Department
Level 29, 31 Market Street
Sydney NSW 2000
Our Compliance Department will:
- 1.Send you a prompt written acknowledgement
- 2.Carry out an impartial review of the complaint
- 3.Issue you a final response within 45 days of the complaint logged date setting out our view and your options.
If you are still not satisfied with the outcome, then you have the right to refer the matter to AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. Please note that AFCA will not consider a complaint until we have had the opportunity to address it internally within the 45-day time frame. Contact details for the Australian Financial Complaints Authority are outlined below:
Our authorising licensee, Vantage Global Prime Pty Ltd, is a member of AFCA. Our membership number is 30840.