We're dedicated to getting things right for our customers, but sometimes things don't go to plan. If you're not happy with something, we want to hear about it so we can work with you to put it right.
How to make a complaint
Getting in touch is easy. Tell us what's gone wrong, and one of our team will be in contact within the timeframes set out below.
| Phone | 1800 082 838 Monday to Friday, 9:00am – 5:00pm AEST |
| customerservice@vestonecapital.com | |
| Online | Via the form below |
| Post | Customer Service Team, Vestone Capital, Level 10, 123 Pitt Street, Sydney NSW 2000 |
Our process
- 1
Let us know
Tell us what's happened using any of the contact methods above. We'll acknowledge your complaint within 24 hours and let you know who's looking after it.
- 2
We investigate
We look into every complaint openly, fairly and objectively. We'll keep you updated on progress, and if we can't resolve things within 5 business days, we'll write to you with an update.
- 3
We respond
If your complaint remains unresolved after 21 calendar days, we'll explain why, give you a date you can expect an outcome by, and provide monthly updates until it's resolved. Once resolved, we'll send a written response setting out our findings and the reasons for our decision, in enough detail for you to decide whether you'd like to take it further.
Still not happy with the outcome?
If you're not satisfied with our response or how we've handled your complaint, you can take it to the Australian Financial Complaints Authority (AFCA), our external dispute resolution scheme. This service is free of charge.
| Online | www.afca.org.au |
| Phone | 1800 931 678 (free call) Monday to Friday, 9:00am – 5:00pm AEST |
| info@afca.org.au | |
| Post | Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
