Dispute Handling

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:

  1. First compile all documents that relate to your complaint and any questions that you wish to have answered
  2. Inform the Vantage 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 protected] . We will review the situation and will resolve it at this initial level if we can.
  3. 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.
  4. 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

Mail:
Vantage Global Prime Pty Ltd– Complaints Officer
Level 29, 31 Market Street
Sydney NSW 2000
Australia

Email:
[email protected]

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 you are dissatisfied with the outcome or your complaint is not resolved by us within 45 days, you have the right to complain as follows:

  • with the Financial Ombudsman Services Australia if lodged before 1 November 2018:

    Online: www.fos.org.au

    Email: [email protected]

    Phone: 1800 367 287

    Mail: The Financial Ombudsman Services

    GPO Box 3, Melbourne VIC 3001

  • OR

  • with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:

    Online: www.afca.org.au

    Email: [email protected]

    Phone: 1800 931 678

    Mail: Australian Financial Complaints Authority

    GPO Box 3, Melbourne VIC 3001