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.

  3. We will continue to handle any part of the complaint that is not referred.

  4. 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 the FRSA.

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