Complaints

Our aim is to always ensure you always receive the fairest and highest standards of service. However, if you are not satisfied, we would like the opportunity to learn from this. We have a complaints procedure in place to assist us in resolving your complaint.

We are authorised and regulated by the Financial Conduct Authority and adhere to their complaints handling rules when we receive a complaint. We will handle your complaint competently, diligently and impartially. If you have cause to complain, we take any complaint very seriously and endeavour to deal with any complaint promptly, effectively and in a positive manner.

Making a complaint

By email: mattshelper@vectorleasing.co.uk

By phone: 0117 252 4943

Our phones are staffed between the hours of 8.30am and 5pm, Monday to Friday. If you contact us outside of these times, a voicemail system is in place should you want to leave us a verbal message. All incoming and outgoing telephone calls are recorded.

By post: Vector Finance, FAO Matt Shelper, Bristol & Bath Science Park, Dirac Crescent, Bristol BS16 7FR

Our process

Any complaint received in writing or verbally will be referred to a manager at the earliest opportunity. We aim to resolve your complaint within three business days from receipt of your complaint.

Complaints that require further investigation may take longer and in the unlikely event we need more than eight weeks to resolve your complaint, in writing we will: explain

Our complaints process is:

• Acknowledgment of complaint in writing
• Fully investigate the complaint, contacting the complainant for additional information where necessary
• Keep you informed of our progress
• Discuss our findings and proposed redress or remedial action in writing

Throughout an investigation, we take several steps, and these may include:

• Review of the facts
• Retrieval of relevant information, including documentation and correspondence
• Speaking to relevant individuals
• Listening to any relevant phone recordings

At the conclusion of our investigation, we will contact you with a final response. Our final response will set out our decision fairly and clearly. If we are unable to resolve your complaint or you remain dissatisfied with our decision, you can refer your complaint to the Financial Ombudsman Service (FOS), which is a free service for consumers. However, you must do so within 6 months of receiving the final response. FOS can be contacted on telephone number: 0300 123 9123 or by visiting: www.financial-ombudsman.org.uk.

Our full complaints policy can be made available upon your request.