Our internal dispute resolution process is designed to handle complaints efficiently, fairly, and free of charge. If you have a concern or complaint about any of our services, please follow the steps below:

1. Contact Us First – Please raise your concern with your VIM Capital representative as soon as possible. Most issues can be resolved quickly and easily.

2. Formal Complaint – If your concern is not resolved, you can lodge a formal complaint by contacting our Disputes Officer:

Disputes Officer – VIM Capital Pty Ltd
PO Box 3203, Mornington VIC 3931
Phone: 1300 003 555
Email: hello@vimcapital.com.au

Please include your full name, preferred contact details, and a detailed description of your concern, including any relevant supporting documents.

3. Acknowledgment – We will acknowledge receipt of your complaint within 7 days.

4. Investigation – We will investigate your complaint promptly, gathering all necessary information from relevant parties.

5. Outcome – We aim to provide you with a written response outlining our decision within 30 calendar days of receiving your complaint. If we require more time, we will notify you and keep you updated on our progress.