V Finances - Customer Complaints Procedure
We regard a complaint as being:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:
-
We will provide a copy of this document on request and when acknowledging a complaint. There will be no charge for this. This information is also available via our Website
-
On receipt of a complaint, we will pass the details onto Robert Gepp who will be dealing with the complaint, he will be responsible for ensuring that any complaint will be dealt with promptly and fairly.
Making a Complaint
We do not make a charge for filing a complaint.
If you wish to make a complaint, we can be contacted as follows:
By post:
Robert Gepp
V Finances
13 Smith Close, Wymondham, Norfolk, NR18 9GZ
Telephone: 0330 043 6632
Email: rob@vfinances.co.uk
Investigating your Complaint
Your complaint will be handled effectively by somebody who is competent and in an independent way.
Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly.
We may ask you to submit copies of documentation and may request further relevant evidence and information from you to assist us with our investigation.
We will take into account any documents and/or information you may provide in relation to your complaint
Tell us what you believe is a suitably amicable outcome you believe would be suitable. Permit us to resolve this in as quick a manner as possible.
If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that firm.
We will write to you to confirm our actions and provide contact details of the firm concerned.
A complaint can be made via any reasonable means, including letter, telephone, email, and in person.
No charge will be made for handling a complaint from a client.
Complaints timeline for resolution
Three Business Days
Once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will simply do so and advise you in writing with our Summary Resolution Communication.
Five Business Days
If we are not able to resolve the matter as above, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
Four Weeks
If the complaint has not been resolved before this period after four weeks, we will send you either our final response letter, or a progress report explaining why we are not yet in a position to resolve the complaint.
Eight Weeks
If we still haven't been able to resolve the case before this period, at eight weeks we will send you either our final response letter or an explanation why we are not yet in a position to resolve the complaint, giving an explanation for the delay and indicating when we expect to be able to provide a final response.
Keeping you Informed
If your complaint cannot be resolved by the close of the third business day, following the day it is received, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.
Any progress updates will include:
-
an explanation why we are not in a position to make a final response and indicate when we expect to be able to provide one.
-
what further information / documents we require to resolve your complaint; and
-
when you may expect to receive a further update / our Final Response letter.
We will work towards completing our investigation into your complaint within eight weeks of its receipt.
We will undertake a thorough investigation of your complaint which may take a little bit of time. However, in the event that we have been unable to conclude our enquiries within the eight-week period, we will write to you and provide an explanation why we are not in a position to make a final response and indicate when we expect to be able to provide one.
Resolving your Complaint
When we have finalised our investigation into your complaint, we will issue our Final Response letter. All communications with you will be fair, clear and not misleading.
If a complaint is resolved by the close of the third business day following the day it is received a summary resolution communication will be issued. This will include details of how to escalate the complaint if you feel dissatisfied.
Our Final Response letter will:
-
be in plain language and easily understood
-
include details of the complaint
-
provide details of our investigation and decision; and
-
if relevant, include any offer of remedial action or the appropriate level of redress (or both).
-
provide you with details of any rights to refer the complaint to the Financial Ombudsman Service if you subsequently decide that you are dissatisfied with the resolution of the complaint.
We will also provide you with the contact details of the Financial Ombudsman Service (FOS), their website address and refer you to the availability of further information on the FOS website.
If you are not satisfied with our decision (and are an eligible complainant) you will have the right to refer the matter onto the Financial Ombudsman Service (FOS) within 6 months from the date of us sending you our final response letter or you may lose that right. Details of this right and an explanatory leaflet will be provided.
We will also confirm whether or not we consent to the FOS considering a complaint if it becomes apparent that the complaint has been made or referred outside the time limits specified under FCA rules.
The FOS can be contacted as follows:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone number: 08000 234 567.
Further information is available on the Ombudsman's website below:
You can be assured that we treat all complaints very seriously and we will conduct a full review of the issue(s) raised.