Dispute Handling

VT MARKETS aims to provide superior customer service, in the event you are dissatisfied with any aspect of our service; please give us the opportunity to investigate and answer your questions.

If you wish to lodge a complaint:

  1. First compile all documents that relate to your complaint and any questions that you wish to have answered
  2. Inform the VT MARKETS Support Team and/or your Account Manager with details of your complaint. You can call us on 400-880-7900; or alternatively email us at mailto:[email protected]. We will review the situation and will resolve it at this initial level if we can.
  3. If the matter is still not resolved to your satisfaction, please ask the staff member that has been dealing with your case to escalate your complaint to their Line Manager to investigate. The staff member should consequentially provide you with their Line Manager’s contact details.
  4. If your dispute is still not resolved you may refer your case to the Complaints Officer, who will conduct an independent review and contact you directly. Please set out your complaint clearly in writing

Mail:
Level 35, 31 Market Street
Sydney NSW 2000 Australia

Email:
[email protected]com

VT Markets will provide you with a written acknowledgement of the complaint as soon as practically possible after its receipt. We will endeavor to provide a resolution of the matter within 45 days.

If your complaint is not satisfactorily resolved within 45 days, please contact the Complaints Manager of our licensee via the below contact details. We will try and resolve your complaint quickly, fairly and within prescribed time frames.

Address: Level 29, 31 Market St,
Sydney, NSW. 2000. Australia

Phone: +61 1300 858 952

Fax: +61 2 9211 1391

Email: [email protected]

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