Step 1
Submit your complaint in writing
Email [email protected] with your full name, account email, order or challenge number, a clear description of the complaint, and copies of relevant correspondence or documents.
Customer care
Complaints Procedure
Vault Funder is committed to handling complaints fairly, transparently, and within a reasonable time. This procedure applies to complaints about the website, simulated evaluation services, customer support, payments, and any FAIS-related financial service where FAIS applies.
Step 2
Acknowledgement and investigation
Vault Funder will acknowledge receipt, record the complaint, appoint an appropriate staff member to investigate, and may request further information where needed.
Step 3
Written outcome
A written outcome will be provided after the complaint has been assessed. If the outcome is not favourable, reasons will be provided together with available escalation routes.
Step 4
Escalation
If the complaint relates to a regulated financial service under FAIS and remains unresolved, you may have the right to refer it to the FAIS Ombud within the applicable time limits.
Where to Send Complaints
Complaints email: [email protected]
Compliance email: [email protected]
Postal / physical address: 605 Touchstone House, 7 Bree Street, Cape Town, South Africa.
FAIS Ombud Information
If your complaint relates to a regulated financial service under the Financial Advisory and Intermediary Services Act and it is not resolved to your satisfaction, you may refer the complaint to the Office of the FAIS Ombud within the applicable time limits.
FAIS Ombud website: www.faisombud.co.za
FAIS Ombud email: [email protected]
Please note that complaints relating only to a simulated trading evaluation, and not to a regulated financial service, may fall outside the FAIS Ombud's jurisdiction.
Related Disclosures
Review the regulatory disclosure before purchasing a challenge or relying on any website content.
View Regulatory Disclosure