Complaints

How We Handle Complaints

We take great pride in the way that we deal with our clients but accept that sometimes there may be cause for concern. Where this happens our aim is rectify any issues as soon as we can without any inconvenience to you, if this is possible.

However, should you wish to register a formal complaint, please contact the Managing Director at Eastgate House, Dogflud Way, Farnham, Surrey, GU9 7UD, by email to russell@vibl.co.uk or telephone on 0330 016 1808, explaining what your concern is.

On receipt your complaint will be acknowledged and you will receive a copy of our complaints handling procedure. The matter will then be investigated in line with our procedure and the findings will be reported to you in writing.

If we cannot reach agreement you may be entitled to refer your complaint, free of charge, to the Financial Ombudsman Service, subject to certain time limits. If you are a business or charity, you may only be eligible if you fall into the below categorises.

a micro-enterprise is a business which:

has a turnover or annual balance sheet that does not exceed £2 million

employs fewer than 10 persons

a small business is an enterprise which:

is not a micro-enterprise

has an annual turnover of less than £6.5 million

has a balance sheet total of less than £5 million, or employs fewer than 50 employees

The Financial Ombudsman Service is an independent service in the UK for settling disputes between businesses providing financial services & their clients. Their web site address is:

http://www.financial-ombudsman.org.uk/default.htm

Full details of how they can be contacted are shown on their web site and you will also be provided with full details when we send to you our written conclusions from our investigation of your complaint.