Vault - Legal
  • Terms & Conditions
    • 1. Appointment
    • 2. Our standard of care
    • 3. Client categorisation
    • 4. Service Overview & Account Handling
    • 5. Scope of our advice
    • 6. Your personal circumstances
    • 7. Maintaining the balance of your Recommended Allocation
    • 8. Instructions to Vault and Power of Attorney
    • 9. Your obligations
    • 10. Instructions and communication
    • 11. Delegation and use of third parties
    • 12. Lending, borrowing and underwriting
    • 13. Valuations and Reporting
    • 14. Dealing and counterparties
    • 15. Potential conflicts of interest and disclosures
    • 16. Fees and Charges
    • 17. Currency Conversion
    • 18. Referrals
    • 19. Taxation
    • 20. Liability
    • 21. Complaints
    • 22. Termination & Vault Account Suspension
    • 23. Consequences of Termination
    • 24. Inurement and Estate
    • 25. Confidentiality
    • 26. Data Protection
    • 27. Recording
    • 28. Force Majeure
    • 29. Joint Vault Accounts
    • 30. Amendments and Assignments
    • 31. General
    • 32. Governing Law
  • Schedule 1: Scope of Services and Fee Structure
  • Conflict of Interest Policy
Powered by GitBook
On this page
  1. Terms & Conditions

21. Complaints

  1. We have procedures for handling your complaints fairly and promptly. Should you have a complaint, kindly submit your complaint in writing to: team@vaultwealth.com.

  2. Should we consider that another regulated financial institution is entirely or partly responsible for the matter complained of, we may refer your complaint to that institution. In this instance, we will firstly inform you that another financial institution is entirely or partly to blame and will obtain your consent in writing to refer the complaint to the relevant institution. We will continue to handle any part of the complaint that is not referred.

  3. We will try to resolve your complaint as quickly as possible and to your complete satisfaction. If we are unable to satisfactorily address your complaint, you may be able to refer your complaint to FRSA.

Last updated 2 months ago