Complaints Handling Procedure
It is the aim of VAT Loans to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.
This complaints handling procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint:
Complaints handling procedure
However, if you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email, telephone or in writing. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.
We will try to resolve your complaint immediately, however, sometimes this may not be possible, so please allow up to five days. All complaints are logged onto our internal database system and you will therefore be given a unique reference number. We will therefore carry out a full and impartial investigation of the issues you raise. We hold information on the nature of the complaint, our actions to resolve it and the recommendations we make. Our Compliance Officer will write to you, either by email or by post, with the outcome. We hope that the response will be satisfactory and we can then close off the complaint. However, if this is not possible, a VAT Loans director will review the case to see if any further action can be taken.
Registering a complaint
Not satisfied with our response?
If you have a regulated agreement with us and are not satisfied with our final response, you therefore may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. The service is free of charge and they can be contacted via their website. This does not affect your statutory rights.