Complaints Policy & Procedure

Flip VSL
Upper Floor
Building 2
Waterton Park
CF31 3PH 01656 763900

What we do if we receive a complaint from you We will try and resolve your complaint immediately. If the complaint cannot be solved immediately then we will send you acknowledgement within 5 working days and a final response where possible within 10 working days. The Financial Ombudsman requires that a final response is within 8 weeks.

As we are regulated by the Financial Conduct Authority we also have a duty to operate and provide services within the rules determined by them. If you have any complaints regarding the financial aspect of the lease and you are dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service,

Their contact details are as follows:

Financial Ombudsman Services
South Quay Plaza
183, Marsh Wall
E14 9SR
Tel: 0300 1239 123