What information do you need to provide with your complaint?

Providing us with as much supporting information as you can, will help us resolve your complaint as quickly as possible.

When you lodge your complaint, please provide us with:

• your full name and contact details
• your Vanguard Australia investor or account number (if available)
• details of your complaint, and where possible, provide a timeline of events
• copies of any supporting documents in relation to your complaint
• your suggestions for how you would like us to resolve your complaint
• your preferred method of communication

Complaint resolution timeframe

We aim to resolve your complaint as quickly as possible.

1. When you lodge your complaint, we will endeavour to acknowledge it within one business day, or as soon as practicable.
2. We will conduct our investigation and assessment. For most standard complaints, we will provide you with the final written response within 30 calendar days after receiving your complaint. We may not provide you with a written response if your complaint is resolved within 5 business days.
3. Complex complaints may have a different maximum timeframe for responding. We will notify you if a different maximum will apply to your complaint.

External Dispute Resolution

If you are not satisfied with the outcome of your complaint, you have the right to refer the matter to an external dispute resolution process - the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can make a complaint to AFCA online, by letter, email or by phone.

AFCA's contact details are: