Complaints Policy

1. Purpose

Hax Capital Pty Ltd (trading as Vell) is committed to handling complaints fairly, efficiently and transparently.

This Complaints Policy outlines how we manage complaints in accordance with regulatory requirements, Australian Consumer Law, Australian Financial Complaints Authority (AFCA) Rules, and best practice governance standards.

2. Do you need help with something?

If something doesn’t feel right, we encourage you to reach out to our Support Team first. We understand that financial transactions can be important and sometimes sensitive. If you have a question about a transfer, a fee, your account or anything at all, our team is here to listen and help.

Many concerns can be resolved quickly through our support channels. Where further review is required, we will ensure your matter is escalated appropriately in line with this policy. You may contact our Support Team at: support@vell.net

If you are not happy with the service received, you can escalate your concerns as a formal complaint.

3. How to Lodge a Complaint

You may lodge a complaint via:
Email: complaints@vell.net

To assist us in investigating your complaint, please provide:

• Your full name
• The email address linked to your Vell Account
• The phone number linked to your Vell Account
• Date when the issue happened
• A clear description of the issue

4. Acknowledgement of Complaint

We will acknowledge receipt of your complaint within one (1) business day, or as soon as reasonably practicable.

5.Investigation Process

Upon receiving a complaint, we will:

1. Review the details provided.
2. Investigate relevant transaction records and system data.
3. Assess compliance with applicable policies and regulatory obligations.
4. Determine whether any error, misconduct, or service issue occurred.

6. Response Timeframes

We aim to resolve complaints as quickly as possible.

We will provide a written response within thirty (20) calendar days of receiving your complaint.

If we are unable to provide a final response within 20 days, we will:

• Inform you of the reason for the delay; and
• Provide an expected timeframe for resolution.

7. Outcome of Complaint

Our final response will include:

• The outcome of our investigation
• The reasons for our decision
• Details of any corrective action or remedy (if applicable)
• Information about your right to escalate the matter

• Correction of a transaction error
• Refund or reversal of fees
• Adjustment of transaction amounts
• Account reinstatement
• Compensation where required by law

8. External Dispute Resolution – AFCA

If you are not satisfied with our final response, or if we do not resolve your complaint within 20 days, you may escalate your complaint to:

Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

AFCA provides independent and impartial dispute resolution services at no cost to consumers.

9. Regulatory and Legal Limitations

In certain circumstances, Vell may be legally restricted from providing full details regarding:

1. Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) investigations
2. Suspicious Matter Reports
3. Law enforcement or regulatory inquiries

Where such restrictions apply, we may not be able to disclose specific information.

10. Systemic Issue Identification

Vell maintains a complaints register and monitors complaint trends to identify potential systemic issues.
Where systemic issues are identified, appropriate remedial action will be taken in accordance with our internal governance and compliance framework.

11. Record Keeping

Complaint records are retained in accordance with legal and regulatory requirements.