FCAC

Complaints & Ombudsman

How to raise a concern with Vault and escalate to an external complaints body if needed.

Step 1 — Contact Support

Message us from the in-app Support tab or email support@getvaultapp.app. We acknowledge complaints within one business day.

Step 2 — Escalate to the Compliance Officer

If unresolved within 14 days, email complaints@getvaultapp.app. Our Compliance Officer will provide a written decision within 56 days as required by the Financial Consumer Protection Framework.

Step 3 — External complaints body

If you are still not satisfied, you may escalate to the Ombudsman for Banking Services and Investments (OBSI) at obsi.ca, free of charge. You may also contact the Financial Consumer Agency of Canada at canada.ca/en/financial-consumer-agency.

This document is app-owner content maintained by Vault to answer common questions. It is not legal advice and does not create a certification. Contact privacy@getvaultapp.app for the authoritative version.