Complaints Procedure.
Handling Complaints at Vero Finance Ltd
At Vero Finance Ltd, we are committed to delivering a high standard of service. However, we understand that occasionally, things may not go as expected. If you have any concerns about our service, we encourage you to get in touch so we can address them promptly and improve where necessary.
Our Approach to Complaints
When handling complaints, our priorities are to:
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Provide a straightforward process for raising concerns.
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Give each complaint the attention it deserves.
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Investigate and resolve issues fairly and efficiently.
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Keep you informed throughout the process.
How to Raise a Complaint
If you need to submit a complaint, you can contact us through the following methods:
By Post:
Vero Finance Ltd
8 Wilderness Grove
Stanstead Abbotts
Hertfordshire
SG12 8FR
By Email: info@verofinance.co.uk
Once we receive your complaint, we will acknowledge it and aim to resolve the issue as quickly as possible. If we are unable to do so within a week, we will provide an update explaining:
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The reason for the delay.
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Who is handling your complaint.
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When you can expect further contact from us.
Resolution Timeline
We aim to resolve most complaints within 14 days. However, if your complaint is particularly complex or involves external parties, it may take longer. In such cases, we will keep you updated regularly until the matter is resolved.
Once our investigation is complete, we will issue a Final Response, which will include:
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A summary of your complaint and our findings.
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Confirmation of any errors or issues identified.
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Any steps we are taking to address the matter.
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Information on what to do next if you remain dissatisfied.
Escalation to the Financial Ombudsman Service
If you are unhappy with our Final Response, you may escalate your complaint to the Financial Ombudsman Service.
You must contact them within six months of receiving our Final Response. This service is independent and free of charge.
Contact Details:
By Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By Phone:
0800 023 4 567 or 0300 123 9 123
By Email: complaint.info@
Website: www.financial-
As part of our commitment to transparency, we keep records of all complaints and will provide details to the Financial Ombudsman Service upon request.