If something has gone wrong, we want to hear about it. This page explains how to raise a complaint with Vield, how long each step takes, and what to do if you are not satisfied with the outcome.
How to make a complaint
Email: complaints@vield.io
Mail: Vield Capital Pty Ltd, Suite 202, 165-167 Phillip Street, Sydney NSW 2000, Australia
Please include:
- Your details: name, email and phone number
- Account information: your account number or registered email
- A description of what happened, when, and why you are dissatisfied
- Any evidence, such as screenshots, emails or transaction records
- The outcome you are seeking
Our complaints process
Acknowledgement: within 5 business days. You will receive an email confirmation with a unique complaint reference number.
Investigation: we review your complaint, gather the relevant information, may request further details from you, and investigate with the relevant internal teams.
Resolution: within 28 business days where possible. Our response sets out the outcome of the investigation, the decision and the reasoning behind it, the proposed resolution, and the next steps if you remain dissatisfied.
If a complaint takes longer than 28 business days to resolve, we will notify you of the delay, provide an updated timeframe, and keep you informed of progress.
If you are not satisfied
You can request an internal review by senior staff. Email complaints@vield.io with your complaint reference number.
If you are still not satisfied after our internal process, you can escalate to the Australian Financial Complaints Authority (AFCA), an independent dispute resolution service for consumers and small businesses. It is free, fair and independent.
You can contact AFCA when:
- You have completed Vield’s complaints process
- You are unsatisfied with Vield’s resolution
- More than 28 business days have passed without resolution
Australian Financial Complaints Authority
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Mail: GPO Box 3, Melbourne VIC 3001
AFCA can review your complaint independently, investigate the matter, make determinations that are binding on Vield up to certain limits, award compensation where appropriate, and require corrective action.
Your rights
- A fair hearing: your complaint will be considered fairly
- A timely response, within the timeframes set out above
- A written response with reasoning
- External review by AFCA if you are not satisfied
- No retaliation: making a complaint will not negatively affect your account
Contact
Complaints: complaints@vield.io
General support: support@vield.io or (02) 9157 9669
Hours: Monday to Friday, 9:00am to 5:00pm AEST