At VRFYD we always aim to provide a high standard of service, and ensure our customers are treated fairly, however, we understand that there may be times when our customers may be unhappy. In such cases we welcome feedback and the opportunity to put things right. We aim to ensure that all complaints are handled and resolved as quickly as possible, and we always aim to provide satisfaction to our customers wherever possible.
Making a complaint
You can make a complaint to us in a number of ways:
- By telephoning 0161 123 3456
- By emailing hello@vrfyd.co.uk
- By Sending a message here
- By writing to the Complaints Department, VRFYD,
Bank Chambers,
Market Place, Stockport, SK1 1AR.
Please provide us with as much information as possible so that we can understand and investigate your complaint efficiently. This information should include:
- Your full name and address.
- A daytime contact telephone number.
- Full details of your complaint including statement of fact **;
- Your user account details.
- Details of what you would like us to do to put things right;
- Photocopies of any relevant paperwork.
How we will deal with your complaint
We will endeavour to resolve your complaint quickly; however, this might not always be possible. In that event we will send you a written or electronic acknowledgement of your complaint within 5 business days of receipt. Within eight weeks of receiving your complaint, we will endeavour to provide you with a Final Response Letter. If, however we are not in a position to do so we will write to you explaining why we are still unable to give a final response, giving the reasons for the delay, indicating when you should expect to receive a final response and providing details of your right to refer your complaint to the Financial Ombudsman Service, if you are dissatisfied with the delay.
How we will deal with any redress
Should your complaint be partially or fully upheld, then any redress owed to you will firstly be offset against any debts owed to us, and thereafter will be paid directly to you. We will never pay any redress to any third party or claims management company regardless of their terms and conditions or any contractual agreement you may have made with them.
Financial Ombudsman Service
If after complaining to ourselves and receiving our Final Response Letter you are still not satisfied, then you can refer the complaint to Financial Ombudsman Service for further advice and guidance – this must be done within 6 months of your receipt of our Final Response Letter.
You can contact the Financial Ombudsman Service as follows:
In writing: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Online: https://www.financial-ombudsman.org.uk