{"id":"vanguard","page":"https://escalate.alexgaoth.com/#/c/vanguard","html":"https://escalate.alexgaoth.com/c/vanguard/","generated":"2026-10-15","company":{"id":"vanguard","name":"Vanguard","aliases":["the vanguard group","vanguard brokerage services","vanguard marketing corporation","vanguard investments"],"sector":"investing","parent":"The Vanguard Group, Inc.","website":"https://investor.vanguard.com","official_domains":["vanguard.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vanguard says it will never reach out to ask for your login information or your full Social Security number.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard says it will never request access to your computer or mobile device.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Vanguard's Security Center warns of fraudulent emails (phishing), texts (smishing), phone calls (vishing) and pop-up scams that claim to be Vanguard.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that claim to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},"regulators":["sec","finra"],"notes":"Vanguard Brokerage Services is a division of Vanguard Marketing Corporation (FINRA CRD 7452). The CFPB database lists a \"Vanguard Financial Services, Inc.\" that we could not link to The Vanguard Group, so no CFPB count is given.","channels":[{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"retirement-plan-phone","type":"phone","label":"Client Services for retirement plan participants","value":"+1-800-523-1188","hours":"Monday through Friday, 8:30 a.m. to 9 p.m. ET","access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"fraud-phone","type":"phone","label":"Report fraud or unauthorized activity","value":"+1-877-223-6977","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"The Security Center does not list hours for this line.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"fraud-email","type":"email","label":"Fraud reporting email","value":"fraud@vanguard.com","purposes":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"support-center","type":"web_form","label":"Vanguard Support Center (FAQs and contact options)","value":"https://support.vanguard.com/","notes":"investor.vanguard.com/contact-us redirects here. The page needs JavaScript.","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Vanguard Marketing Corporation (CRD 7452)","value":"https://brokercheck.finra.org/firm/summary/7452","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"personal-investors-phone"},{"rung":"written_complaint","note":"Vanguard publishes no complaint address on its contact pages. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies."},{"rung":"regulator","regulator":"finra"},{"rung":"regulator","regulator":"sec"},{"rung":"arbitration","note":"The Vanguard Brokerage Account Agreement contains a predispute arbitration agreement."}],"playbooks":[{"issue":"fraud","summary":"Call the fraud line or email fraud@vanguard.com; Vanguard promises to reimburse unauthorized losses if you meet its conditions.","evidence":["account activity with the unauthorized transactions","messages or caller details","FTC report number"],"steps":[{"do":"Call the fraud line and report the unauthorized activity.","channel":"fraud-phone"},{"do":"Forward the phishing email or text.","channel":"phishing-email"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":"ftc"},{"do":"If Vanguard does not resolve it, complain in writing, then file with FINRA.","regulator":"finra"}],"facts":[{"kind":"compensation","claim":"Vanguard's Security Center says Vanguard will \"reimburse every dollar taken\" through unauthorized activity, as set out in its terms, if you meet the listed conditions.","issues":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},{"issue":"account_transfer","summary":"Start the transfer at the receiving firm; Vanguard may charge $100 to close an account or transfer all of it out.","evidence":["transfer request confirmation","statements from both firms"],"steps":[{"do":"Ask the receiving firm to start the ACATS transfer."},{"do":"If it stalls, call Vanguard and ask what is missing and the expected date.","channel":"personal-investors-phone"},{"do":"If it is still blocked, file a FINRA complaint.","regulator":"finra"}],"facts":[{"kind":"fee","claim":"Vanguard Brokerage Services may charge a $100 processing fee for each account closure and full transfer of account assets to another firm (fee schedule effective July 10, 2026). The fee does not apply to clients with at least $5 million in qualifying assets, Wealth Management clients, or accounts in a Vanguard-affiliated advisory service.","issues":["account_transfer"],"source":"https://personal1.vanguard.com/pdf/v414.pdf","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"Vanguard's brokerage account agreement contains a predispute arbitration agreement. The legacy agreement sends disputes to arbitration under the rules of FINRA or a national securities exchange. Seen in search-engine extracts of Vanguard forms; the current agreement was not read in full.","source":"https://personal1.vanguard.com/pdf/v718.pdf","last_verified":"2026-10-13"},{"claim":"BrokerCheck shows Vanguard Marketing Corporation (CRD 7452) as an active broker-dealer with disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Caller ID can be faked. If you are unsure about a call, hang up and call the number on vanguard.com, in the Vanguard app or on your statement. Seen in a search-engine extract of the Security Center.","issues":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_blockers":["Phone lines verify the account holder by voice.","The Support Center and account pages need JavaScript and sign-in."]},"playbooks":{"fraud":{"company":{"id":"vanguard","name":"Vanguard","sector":"investing","website":"https://investor.vanguard.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the fraud line or email fraud@vanguard.com; Vanguard promises to reimburse unauthorized losses if you meet its conditions.","evidence":["account activity with the unauthorized transactions","messages or caller details","FTC report number"],"steps":[{"do":"Call the fraud line and report the unauthorized activity.","channel":{"id":"fraud-phone","type":"phone","label":"Report fraud or unauthorized activity","value":"+1-877-223-6977","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"The Security Center does not list hours for this line.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}},{"do":"Forward the phishing email or text.","channel":{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If Vanguard does not resolve it, complain in writing, then file with FINRA.","regulator":{"id":"finra","name":"Financial Industry Regulatory Authority","level":"nonprofit","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"}}],"channels":[{"id":"retirement-plan-phone","type":"phone","label":"Client Services for retirement plan participants","value":"+1-800-523-1188","hours":"Monday through Friday, 8:30 a.m. to 9 p.m. ET","access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"fraud-phone","type":"phone","label":"Report fraud or unauthorized activity","value":"+1-877-223-6977","purposes":["fraud","unauthorized_charge","account_access"],"access":"human_only","notes":"The Security Center does not list hours for this line.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"fraud-email","type":"email","label":"Fraud reporting email","value":"fraud@vanguard.com","purposes":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Report phishing that claims to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"id":"support-center","type":"web_form","label":"Vanguard Support Center (FAQs and contact options)","value":"https://support.vanguard.com/","notes":"investor.vanguard.com/contact-us redirects here. The page needs JavaScript.","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Vanguard Marketing Corporation (CRD 7452)","value":"https://brokercheck.finra.org/firm/summary/7452","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"facts":[{"kind":"compensation","claim":"Vanguard's Security Center says Vanguard will \"reimburse every dollar taken\" through unauthorized activity, as set out in its terms, if you meet the listed conditions.","issues":["fraud","unauthorized_charge"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard's brokerage account agreement contains a predispute arbitration agreement. The legacy agreement sends disputes to arbitration under the rules of FINRA or a national securities exchange. Seen in search-engine extracts of Vanguard forms; the current agreement was not read in full.","source":"https://personal1.vanguard.com/pdf/v718.pdf","last_verified":"2026-10-13"},{"claim":"BrokerCheck shows Vanguard Marketing Corporation (CRD 7452) as an active broker-dealer with disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Caller ID can be faked. If you are unsure about a call, hang up and call the number on vanguard.com, in the Vanguard app or on your statement. Seen in a search-engine extract of the Security Center.","issues":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Vanguard publishes no complaint address on its contact pages. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies.","candidate_channels":["fraud-email"]},{"index":2,"rung":"regulator","regulator":{"id":"finra","name":"Financial Industry Regulatory Authority","level":"nonprofit","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"}},{"index":3,"rung":"regulator","regulator":{"id":"sec","name":"U.S. Securities and Exchange Commission","level":"federal","when_to_use":"Use for a problem with an investment account or the firm or person managing it, or to report possible securities fraud. Complaints about a brokerage firm can also go to FINRA.","channels":[{"id":"investor-complaint-form","type":"web_form","label":"Investor Complaint Form (problem with an investment account or financial professional)","value":"https://help.sec.gov/s/investor-complaint","notes":"The older link https://www.sec.gov/oiea/Complaint.html redirects here.","source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"},{"id":"tcr-form","type":"web_form","label":"Tips, Complaints and Referrals (TCR) form for possible securities law violations","value":"https://www.sec.gov/submit-tip-or-complaint/tcr-disclaimer","purposes":["fraud"],"notes":"The form opens only after the user clicks \"I Accept\" on terms of use. Ask the person before accepting.","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"investor-question-form","type":"web_form","label":"Ask an investment-related question","value":"https://help.sec.gov/s/questions-and-feedback","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"oiea-phone","type":"phone","label":"Office of Investor Education and Assistance","value":"+1-202-551-6500","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"},{"id":"oiea-email","type":"email","label":"Office of Investor Education and Assistance email","value":"help@sec.gov","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Staff evaluate tips about securities law violations but are generally unable to comment on any action taken on a tip or complaint. The SEC investigates on a confidential basis.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If the issue is a dispute with your broker, the SEC will likely need to share your identity with that broker.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If you suspect a scam, stop communicating with the people involved and do not give them any money.","issues":["fraud"],"source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"}],"notes":"No sector in this registry is for investments, so covers_sectors is empty. State securities regulators: https://www.nasaa.org/contact-your-regulator/. The SEC tip pages list no mailing address or fax. Problems with a stock exchange or FINRA itself go to https://www.sec.gov/submit-tip-or-complaint/report-problem-sec-or-self-regulatory-organization."}},{"index":4,"rung":"arbitration","note":"The Vanguard Brokerage Account Agreement contains a predispute arbitration agreement."}],"known_blockers":["Phone lines verify the account holder by voice.","The Support Center and account pages need JavaScript and sign-in."],"security":{"official_domains":["vanguard.com"],"never_asks":[{"kind":"policy","claim":"Vanguard says it will never reach out to ask for your login information or your full Social Security number.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard says it will never request access to your computer or mobile device.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Vanguard's Security Center warns of fraudulent emails (phishing), texts (smishing), phone calls (vishing) and pop-up scams that claim to be Vanguard.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that claim to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Vanguard Brokerage Services is a division of Vanguard Marketing Corporation (FINRA CRD 7452). The CFPB database lists a \"Vanguard Financial Services, Inc.\" that we could not link to The Vanguard Group, so no CFPB count is given.","warnings":[]},"account_transfer":{"company":{"id":"vanguard","name":"Vanguard","sector":"investing","website":"https://investor.vanguard.com","account_url":null},"issue":{"id":"account_transfer","name":"Account transfer or withdrawal blocked"},"playbook_source":"company","summary":"Start the transfer at the receiving firm; Vanguard may charge $100 to close an account or transfer all of it out.","evidence":["transfer request confirmation","statements from both firms"],"steps":[{"do":"Ask the receiving firm to start the ACATS transfer."},{"do":"If it stalls, call Vanguard and ask what is missing and the expected date.","channel":{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"}},{"do":"If it is still blocked, file a FINRA complaint.","regulator":{"id":"finra","name":"Financial Industry Regulatory Authority","level":"nonprofit","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"}}],"channels":[{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"retirement-plan-phone","type":"phone","label":"Client Services for retirement plan participants","value":"+1-800-523-1188","hours":"Monday through Friday, 8:30 a.m. to 9 p.m. ET","access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"support-center","type":"web_form","label":"Vanguard Support Center (FAQs and contact options)","value":"https://support.vanguard.com/","notes":"investor.vanguard.com/contact-us redirects here. The page needs JavaScript.","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"},{"id":"brokercheck","type":"portal","label":"FINRA BrokerCheck record for Vanguard Marketing Corporation (CRD 7452)","value":"https://brokercheck.finra.org/firm/summary/7452","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"Vanguard Brokerage Services may charge a $100 processing fee for each account closure and full transfer of account assets to another firm (fee schedule effective July 10, 2026). The fee does not apply to clients with at least $5 million in qualifying assets, Wealth Management clients, or accounts in a Vanguard-affiliated advisory service.","issues":["account_transfer"],"source":"https://personal1.vanguard.com/pdf/v414.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard's brokerage account agreement contains a predispute arbitration agreement. The legacy agreement sends disputes to arbitration under the rules of FINRA or a national securities exchange. Seen in search-engine extracts of Vanguard forms; the current agreement was not read in full.","source":"https://personal1.vanguard.com/pdf/v718.pdf","last_verified":"2026-10-13"},{"claim":"BrokerCheck shows Vanguard Marketing Corporation (CRD 7452) as an active broker-dealer with disclosures.","source":"https://api.brokercheck.finra.org/search/firm?query=vanguard&hl=true&nrows=12&start=0&r=25&wt=json","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Vanguard publishes no complaint address on its contact pages. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies.","candidate_channels":["fraud-email"]},{"index":2,"rung":"regulator","regulator":{"id":"finra","name":"Financial Industry Regulatory Authority","level":"nonprofit","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"}},{"index":3,"rung":"regulator","regulator":{"id":"sec","name":"U.S. Securities and Exchange Commission","level":"federal","when_to_use":"Use for a problem with an investment account or the firm or person managing it, or to report possible securities fraud. Complaints about a brokerage firm can also go to FINRA.","channels":[{"id":"investor-complaint-form","type":"web_form","label":"Investor Complaint Form (problem with an investment account or financial professional)","value":"https://help.sec.gov/s/investor-complaint","notes":"The older link https://www.sec.gov/oiea/Complaint.html redirects here.","source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"},{"id":"tcr-form","type":"web_form","label":"Tips, Complaints and Referrals (TCR) form for possible securities law violations","value":"https://www.sec.gov/submit-tip-or-complaint/tcr-disclaimer","purposes":["fraud"],"notes":"The form opens only after the user clicks \"I Accept\" on terms of use. Ask the person before accepting.","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"investor-question-form","type":"web_form","label":"Ask an investment-related question","value":"https://help.sec.gov/s/questions-and-feedback","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"oiea-phone","type":"phone","label":"Office of Investor Education and Assistance","value":"+1-202-551-6500","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"},{"id":"oiea-email","type":"email","label":"Office of Investor Education and Assistance email","value":"help@sec.gov","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Staff evaluate tips about securities law violations but are generally unable to comment on any action taken on a tip or complaint. The SEC investigates on a confidential basis.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If the issue is a dispute with your broker, the SEC will likely need to share your identity with that broker.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If you suspect a scam, stop communicating with the people involved and do not give them any money.","issues":["fraud"],"source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"}],"notes":"No sector in this registry is for investments, so covers_sectors is empty. State securities regulators: https://www.nasaa.org/contact-your-regulator/. The SEC tip pages list no mailing address or fax. Problems with a stock exchange or FINRA itself go to https://www.sec.gov/submit-tip-or-complaint/report-problem-sec-or-self-regulatory-organization."}},{"index":4,"rung":"arbitration","note":"The Vanguard Brokerage Account Agreement contains a predispute arbitration agreement."}],"known_blockers":["Phone lines verify the account holder by voice.","The Support Center and account pages need JavaScript and sign-in."],"security":{"official_domains":["vanguard.com"],"never_asks":[{"kind":"policy","claim":"Vanguard says it will never reach out to ask for your login information or your full Social Security number.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard says it will never request access to your computer or mobile device.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Vanguard's Security Center warns of fraudulent emails (phishing), texts (smishing), phone calls (vishing) and pop-up scams that claim to be Vanguard.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that claim to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Vanguard Brokerage Services is a division of Vanguard Marketing Corporation (FINRA CRD 7452). The CFPB database lists a \"Vanguard Financial Services, Inc.\" that we could not link to The Vanguard Group, so no CFPB count is given.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"personal-investors-phone","type":"phone","label":"Client Services for personal investors","value":"+1-877-662-7447","hours":"Monday through Friday, 8 a.m. to 8 p.m. ET","purposes":["account_transfer","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://corporate.vanguard.com/content/corporatesite/us/en/corp/contact-us.html","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"Vanguard publishes no complaint address on its contact pages. FINRA asks you to complain in writing to the firm's branch manager or compliance department and keep copies.","candidate_channels":["fraud-email"]},{"index":2,"rung":"regulator","regulator":{"id":"finra","name":"Financial Industry Regulatory Authority","level":"nonprofit","when_to_use":"Use for a complaint about a brokerage firm or broker after you complained to the firm's branch manager or compliance department. To recover money, consider FINRA arbitration; a FINRA complaint alone may not get you paid.","channels":[{"id":"investor-complaint-center","type":"web_form","label":"FINRA Investor Complaint Center","value":"https://investor-complaints.datacollection.finra.org","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"senior-helpline","type":"phone","label":"FINRA Securities Helpline for Seniors (844-57-HELPS)","value":"+1-844-574-3577","hours":"Monday to Friday, 9 a.m. to 5 p.m. ET","notes":"For senior investors with questions or concerns about brokerage accounts. Staff may call back or refer you to another regulator.","source":"https://www.finra.org/investors/need-help/helpline-seniors","last_verified":"2026-10-12"},{"id":"general-phone","type":"phone","label":"FINRA general inquiries","value":"+1-301-590-6500","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"id":"arbitration-claim","type":"web_form","label":"File an arbitration or mediation claim","value":"https://www.finra.org/arbitration-mediation/file-claim#arbitration","notes":"Cases are handled in the DR Portal (https://drportal.finra.org/), which needs a login.","source":"https://www.finra.org/arbitration-mediation","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"FINRA investigates complaints against brokerage firms and their employees and can take disciplinary action, such as fines, suspensions and bars from the industry.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA gives no assurance that its action will return funds or securities to you, and relying only on its investigation may close other avenues of redress.","source":"https://www.finra.org/investors/have-problem/file-complaint/questions-ask-you-file-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"If you lost money or there was an unauthorized trade, complain in writing to the firm first and keep copies of all correspondence.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"FINRA no longer accepts complaints by fax.","source":"https://www.finra.org/investors/need-help/file-a-complaint","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A claim is not eligible for FINRA arbitration once six years have passed from the occurrence or event that gave rise to it.","source":"https://www.finra.org/rules-guidance/rulebooks/finra-rules/12206","last_verified":"2026-10-12"}],"notes":"FINRA is not a government agency. It is a private not-for-profit membership organization that works under the supervision of the SEC. If FINRA does not have jurisdiction, it may pass the complaint to another regulator, which can delay it. Check a broker in BrokerCheck: https://brokercheck.finra.org"}},{"index":3,"rung":"regulator","regulator":{"id":"sec","name":"U.S. Securities and Exchange Commission","level":"federal","when_to_use":"Use for a problem with an investment account or the firm or person managing it, or to report possible securities fraud. Complaints about a brokerage firm can also go to FINRA.","channels":[{"id":"investor-complaint-form","type":"web_form","label":"Investor Complaint Form (problem with an investment account or financial professional)","value":"https://help.sec.gov/s/investor-complaint","notes":"The older link https://www.sec.gov/oiea/Complaint.html redirects here.","source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"},{"id":"tcr-form","type":"web_form","label":"Tips, Complaints and Referrals (TCR) form for possible securities law violations","value":"https://www.sec.gov/submit-tip-or-complaint/tcr-disclaimer","purposes":["fraud"],"notes":"The form opens only after the user clicks \"I Accept\" on terms of use. Ask the person before accepting.","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"investor-question-form","type":"web_form","label":"Ask an investment-related question","value":"https://help.sec.gov/s/questions-and-feedback","source":"https://www.sec.gov/submit-tip-or-complaint","last_verified":"2026-10-12"},{"id":"oiea-phone","type":"phone","label":"Office of Investor Education and Assistance","value":"+1-202-551-6500","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"},{"id":"oiea-email","type":"email","label":"Office of Investor Education and Assistance email","value":"help@sec.gov","source":"https://www.sec.gov/about/divisions-offices/office-investor-education-assistance","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Staff evaluate tips about securities law violations but are generally unable to comment on any action taken on a tip or complaint. The SEC investigates on a confidential basis.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If the issue is a dispute with your broker, the SEC will likely need to share your identity with that broker.","source":"https://www.sec.gov/submit-tip-or-complaint/tips-complaints-resources/filing-guidance-confidentiality","last_verified":"2026-10-12"},{"kind":"process","claim":"If you suspect a scam, stop communicating with the people involved and do not give them any money.","issues":["fraud"],"source":"https://www.sec.gov/submit-tip-or-complaint/report-problem-investment-account-or-financial-professional","last_verified":"2026-10-12"}],"notes":"No sector in this registry is for investments, so covers_sectors is empty. State securities regulators: https://www.nasaa.org/contact-your-regulator/. The SEC tip pages list no mailing address or fax. Problems with a stock exchange or FINRA itself go to https://www.sec.gov/submit-tip-or-complaint/report-problem-sec-or-self-regulatory-organization."}},{"index":4,"rung":"arbitration","note":"The Vanguard Brokerage Account Agreement contains a predispute arbitration agreement."}],"security":{"official_domains":["vanguard.com"],"never_asks":[{"kind":"policy","claim":"Vanguard says it will never reach out to ask for your login information or your full Social Security number.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vanguard says it will never request access to your computer or mobile device.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Vanguard's Security Center warns of fraudulent emails (phishing), texts (smishing), phone calls (vishing) and pop-up scams that claim to be Vanguard.","source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails or texts that claim to be Vanguard","value":"phish@vanguard.com","purposes":["fraud"],"source":"https://investor.vanguard.com/trust-security","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":16},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 16 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"investing","title":"Brokerages and crypto platforms — how complaints work","last_verified":"2026-10-13","file":"guides/investing.md","page":"https://escalate.alexgaoth.com/#/guides/investing"}}