Complaints handling procedure
How VAT Loans handles complaints
VAT Loans aims to provide a high standard of service to every client and resolve complaints as quickly as possible and to the complete satisfaction of customers.
Tell the team
VAT Loans asks customers to contact the department they have been dealing with first.
Allow five days
The company will try to resolve complaints immediately, but asks customers to allow up to five days.
Complaint logged
Complaints are logged on an internal database and given a unique reference number.
Final options
Eligible regulated agreement complaints may be referred to the Financial Ombudsman Service.
Complaints procedure overview
VAT Loans states that it aims to provide a very high standard of service to every client. The procedure explains how complaints are handled and what customers can do if they think a complaint has not been resolved to their satisfaction.
How complaints are handled
VAT Loans says it will try to resolve a complaint immediately. Where this is not possible, customers are asked to allow up to five days.
Immediate
VAT Loans will try to resolve the complaint straight away.
Up to 5 days
Time allowed where immediate resolution is not possible.
Reference number
Each logged complaint is given a unique reference.
Complaint logging and investigation
All complaints are logged on the internal database system and given a unique reference number. VAT Loans says it will carry out a full and impartial investigation of the issues raised.
Information held about the complaint
VAT Loans holds information on the nature of the complaint, the actions taken to resolve it and the recommendations made.
Outcome and review
The Compliance Officer will write by email or post with the outcome. If the complaint cannot be closed, a VAT Loans director will review the case to see if any further action can be taken.
Registering a complaint
You can contact VAT Loans by email, telephone or post.
Phone
Post
The Compliance Officer, VAT Loans, 18 Manor Courtyard, Hughenden Avenue, High Wycombe, Buckinghamshire, HP13 5RE
Not satisfied with the response?
If you have a regulated agreement with VAT Loans and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman Service.
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The Financial Ombudsman Service is free of charge.
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Using the service does not affect statutory rights.
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Visit the Financial Ombudsman Service website for more information.
Speak to VAT Loans
Contact VAT Loans by phone, email or post to raise a complaint or discuss an existing complaint reference.