Complaints

The following outlines the mechanisms by which customers can submit complaints to Victoria Mutual Finance Limited (VMFL). This forms part of the overall Victoria Mutual Group’s Customer Complaints Management Policy of which Victoria Mutual Finance Limited is a wholly owned subsidiary. 

Our full Complaints Policy is available to all VMFL clients and customers and is available for download here. Complaints

Clients and customers can utilize the process and procedures outlined below to bring any complaint to the attention of the company, its management, and directors.

What to do if you have a complaint

If something goes wrong and you need to make a complaint, we will endeavour to resolve your complaint fairly and promptly as possible and, in any event, no later than eight weeks after its receipt.  Issuing a final or written response within agreed deadlines of receiving the complaint.

How to make a complaint

Complaints can be made both verbally and in writing through a variety of channels such as telephone, letter, email, in person or via a regulatory body.

By Telephone

All complaints by phone to Victoria Mutual Finance Limited should be delivered/submitted via telephone contact to the Relationship Manager at 02088016777 or to any authorized Personnel - Primary Point of Contact or Managing Director.

 By Email

All email complaints are to be sent to the customer complaints email address

([email protected]) to the attention of the Nominated Complaints Handler of VMFL or to the attention of any authorized Personnel.

By Hard Copy (Letter)

All complaints in a physical letter to Victoria Mutual Finance Limited, 380 Brixton Road, London SW9 7AW, United Kingdom, and to the attention of the nominated complaints handler or to the attention of any authorized Personnel.

In‐person submission of complaint at the offices of Victoria Mutual Finance Limited

Where the initial interaction of the complainant is with an employee, the company’s employee will contact the nominated complaints handler, the location Manager, or the Senior Officer in charge of the location who will assist the complainant to make their formal complaint in the manner specified in this document.

Submissions via regulatory and government agencies

Where there is a complaint being made by a regulator or government agency, there is a presumption that the complaint will be formally made via the Head Office of the company or via any senior officer to which the complainant relates. It will be a reasonable assumption that a regulator or government agency will be in a position to ensure that its formal complaint will be lodged with Victoria Mutual Finance Limited by one of the channels presented above.

Information Required

When making a complaint, the complainant is required to provide the following minimum details:

  • Full name and title
  • Date of complaint
  • Full Contact details, including email address, phone number and company affiliated with
  • Clear details that describes the issue or concern being complained about or reported
  • The preferred solution to remedy the complaint

How will your complaint be handled?

After the information has been received by Victoria Mutual Finance Limited, it will be logged and recorded in the Complaints Register and referred to the Nominated Complaints Handler.  The following actions will then be taken by the nominated complaints handler

  • Acknowledge receipt of the complaint within five (5) working days of the receipt date.
  • Forward the complaint to the relevant internal VMFL unit for the appropriate investigation to be undertaken.
  • Keep the Complainant informed on the progress of the resolution
  • Issue a final or written response within eight (8) weeks of receiving the complaint

When and how we will communicate

We will investigate complaints involving a complainant and respond in writing to the complainant in the manner and within the time period specified below:

  1. Acknowledgement of receipt of the complaint within a period not exceeding five (5) business days from the date of the complaint. The acknowledgment must state an indicative period within which an initial response to the complainant will be given and on the progress of the investigation to date.
  2. Where a final decision is reached within five business days’ of the receipt of the complaint, it is sufficient for us to issue a response within this timeline to
    the customer confirming the final decision and reason thereof.
  3. Once the case is resolved, in whole or in part, a response will be provided to
    the complainant which includes a description of the action taken or to be taken
    by the company to remedy the situation.

If the complaint is rejected, in whole or in part, a reason for the rejection of the complaint is also provided in the response to the complainant as well as duly notified to the managing director of the company.

If a final decision cannot be made in relation to a complaint within forty‐five (45) days,
the complainant will be informed in writing and the The Financial Ombudsman Service notified before the expiration of this period.

How to Contact the Financial Ombudsman

If you are not satisfied with our resolution of your complaint and you have allowed us the 8-week timeframe to respond to your complaint, you can escalate your complaint to the Financial Ombudsman Service (‘FOS’) at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk


Complaints

The following outlines the mechanisms by which customers can submit complaints to Victoria Mutual Finance Limited (VMFL). This forms part of the overall Victoria Mutual Group’s Customer Complaints Management Policy of which Victoria Mutual Finance Limited is a wholly owned subsidiary. 

Our full Complaints Policy is available to all VMFL clients and customers and is available for download here. Complaints

Clients and customers can utilize the process and procedures outlined below to bring any complaint to the attention of the company, its management, and directors.

What to do if you have a complaint

If something goes wrong and you need to make a complaint, we will endeavour to resolve your complaint fairly and promptly as possible and, in any event, no later than eight weeks after its receipt.  Issuing a final or written response within agreed deadlines of receiving the complaint.

How to make a complaint

Complaints can be made both verbally and in writing through a variety of channels such as telephone, letter, email, in person or via a regulatory body.

By Telephone

All complaints by phone to Victoria Mutual Finance Limited should be delivered/submitted via telephone contact to the Relationship Manager at 02088016777 or to any authorized Personnel - Primary Point of Contact or Managing Director.

 By Email

All email complaints are to be sent to the customer complaints email address

([email protected]) to the attention of the Nominated Complaints Handler of VMFL or to the attention of any authorized Personnel.

By Hard Copy (Letter)

All complaints in a physical letter to Victoria Mutual Finance Limited, 380 Brixton Road, London SW9 7AW, United Kingdom, and to the attention of the nominated complaints handler or to the attention of any authorized Personnel.

In‐person submission of complaint at the offices of Victoria Mutual Finance Limited

Where the initial interaction of the complainant is with an employee, the company’s employee will contact the nominated complaints handler, the location Manager, or the Senior Officer in charge of the location who will assist the complainant to make their formal complaint in the manner specified in this document.

Submissions via regulatory and government agencies

Where there is a complaint being made by a regulator or government agency, there is a presumption that the complaint will be formally made via the Head Office of the company or via any senior officer to which the complainant relates. It will be a reasonable assumption that a regulator or government agency will be in a position to ensure that its formal complaint will be lodged with Victoria Mutual Finance Limited by one of the channels presented above.

Information Required

When making a complaint, the complainant is required to provide the following minimum details:

  • Full name and title
  • Date of complaint
  • Full Contact details, including email address, phone number and company affiliated with
  • Clear details that describes the issue or concern being complained about or reported
  • The preferred solution to remedy the complaint

How will your complaint be handled?

After the information has been received by Victoria Mutual Finance Limited, it will be logged and recorded in the Complaints Register and referred to the Nominated Complaints Handler.  The following actions will then be taken by the nominated complaints handler

  • Acknowledge receipt of the complaint within five (5) working days of the receipt date.
  • Forward the complaint to the relevant internal VMFL unit for the appropriate investigation to be undertaken.
  • Keep the Complainant informed on the progress of the resolution
  • Issue a final or written response within eight (8) weeks of receiving the complaint

When and how we will communicate

We will investigate complaints involving a complainant and respond in writing to the complainant in the manner and within the time period specified below:

  1. Acknowledgement of receipt of the complaint within a period not exceeding five (5) business days from the date of the complaint. The acknowledgment must state an indicative period within which an initial response to the complainant will be given and on the progress of the investigation to date.
  2. Where a final decision is reached within five business days’ of the receipt of the complaint, it is sufficient for us to issue a response within this timeline to
    the customer confirming the final decision and reason thereof.
  3. Once the case is resolved, in whole or in part, a response will be provided to
    the complainant which includes a description of the action taken or to be taken
    by the company to remedy the situation.

If the complaint is rejected, in whole or in part, a reason for the rejection of the complaint is also provided in the response to the complainant as well as duly notified to the managing director of the company.

If a final decision cannot be made in relation to a complaint within forty‐five (45) days,
the complainant will be informed in writing and the The Financial Ombudsman Service notified before the expiration of this period.

How to Contact the Financial Ombudsman

If you are not satisfied with our resolution of your complaint and you have allowed us the 8-week timeframe to respond to your complaint, you can escalate your complaint to the Financial Ombudsman Service (‘FOS’) at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk