Complaint Handling Policy

Vatee Pty Limited

Vatee Pty Limited is committed to maintaining a transparent, fair, and efficient process for handling complaints from clients and the public. We recognise the importance of addressing concerns in a timely and respectful manner, and we view complaints as an opportunity to improve our services and uphold our regulatory obligations.

1. What is a Complaint?

A complaint is any expression of dissatisfaction made by a client or other party, related to our products, services, staff, or policies, where a response or resolution is explicitly or implicitly expected.

2. How You Can Lodge a Complaint

We accept complaints through the following channels:

• Email: compliance@vateefx.com
• Online: via the contact or support form on our website
• Telephone: during business hours (as listed on our website)
• In writing: by post to our registered address
• In person: at our registered business office
• Social media: via our official company pages (where applicable)

Please include your full name, contact information, account number (if applicable), a clear description of your concern, and the resolution you are seeking.

3. Acknowledgement of Complaints

All complaints will be acknowledged as soon as practicable and no later than five (5) business days from receipt. Our acknowledgement will include:

• A unique case reference number
• The name and contact details of the staff member handling your complaint
• An outline of our complaint handling process and expected timeframes
• Any initial requests for additional information (if needed)

4. Our Complaint Handling Process

We follow a structured and impartial approach to complaint handling, which includes the following stages:

Registration and Documentation

Every complaint is formally recorded in our internal complaint management system. We document all communication, supporting materials, and internal actions taken.

Assessment and Investigation

Complaints are assessed individually with consideration for:

• The seriousness and complexity of the issue
• Whether the issue involves other departments or third parties
• Legal or regulatory implications
• Financial impact or risk to the complainant or company
• Urgency and potential for escalation

Where necessary, we may contact you for clarification or to request additional documents to assist in the resolution.

Resolution

Once assessed, we will determine the appropriate resolution. This may include:

• Providing further explanation or clarification
• Offering a remedy or corrective action
• Dismissing the complaint with an explanation, if found to be unsubstantiated

We aim to provide a final written response within thirty (30) calendar days of receiving your complaint. If more time is required, we will notify you in advance and provide an updated timeframe.

5. Final Response and Escalation

Our final response will clearly state:

• The outcome of our investigation
• Reasons for the decision
• Details of any remedy or action taken
• Information about your right to escalate the complaint, if applicable

If you remain dissatisfied, you may request an internal review or refer the matter to an external dispute resolution body, subject to your eligibility and applicable laws.

6. Recordkeeping and Compliance Oversight

Vatee Pty Limited maintains detailed records of all complaints received, including the outcome and timeline of resolution. These records are reviewed periodically to:

• Identify and resolve systemic issues
• Ensure fairness and consistency in complaint handling
• Enhance service quality and client trust
• Fulfil audit and regulatory obligations

7. Confidentiality and Non-Retaliation

All complaints are handled in strict confidence. We will not retaliate against anyone who submits a complaint in good faith. Personal information is managed in accordance with our Privacy Policy.

8. Continuous Improvement

We treat complaints as valuable feedback. Insights from complaint trends are reported to senior management and may result in product, service, or process improvements.

If you have any questions about this policy or wish to lodge a complaint, please contact us via compliance@vateefx.com.