At Vantage FX, we aim to consistently provide a high standard 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 raise a complaint on any aspect of the services provided by Vantage FX, please contact Client 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:
- 1Your name, date of birth and address
- 2Your trading account number and order number(s)
- 3A clear description of your complaint
- 4Details of what you would like us to do to put it right
- 5Copies of any relevant documents, such as letters, screenshot, trading statements, etc.
- 6A daytime telephone number where we can contact you
If the Client Support Team are unable to resolve the matter to your satisfaction, you may refer your case to our Compliance Department. Please set out your complaint clearly in writing to:
Vantage FX Pty Ltd – Compliance Department
Level 29, 31 Market Street
Sydney NSW 2000
Our Compliance Department will:
- 1Send you a prompt written acknowledgement
- 2Carry out an impartial review of the complaint
- 3Issue 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 of your complaint you can request a review from the Australian Financial Complaints Authority which has been established to review eligible complaints which firms are unable to resolve.
In our Final Response, we will confirm your eligibility to refer your complaint to the Australian Financial Complaints Authority. Contact details for the Australian Financial Complaints Authority are outlined below:
Our authorising licensee, Vantage Global Prime, is a member of AFCA. Our membership number is 30840.