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1. How to make a complaint

Complaints can often be a result of a misunderstanding which can often be resolved quickly by providing further information. As such in the first instance we would always like the opportunity to discuss any concerns over the telephone 0800 567 0056 or email your dedicated case worker at Vincent Bond direct.

If we are unable to resolve your concerns to your satisfaction then please put your complaint in writing. You can email, fax or post this to us as follows: email Fax to 0845 300 8077. Post to Vincent Bond & Co, Global House, 1 Ashley Avenue, Epsom, Surrey, KT18 5AD.

2. What we do when we receive a Complaint

On receipt of a complaint from any source the details are passed to our Complaints Officer for acknowledging and further investigation. If the Complaints Officer is the person being complained about the details of the complaint will be passed to another person who is more senior or equally senior to the Complaints Officer.

3. Acknowledgement

All complaints will be acknowledged as soon as possible and in any event within 5 business days of receiving the original complaint. This acknowledgement will either be in writing or by email.

4. Review Process

Within 4 weeks of receiving the initial complaint will contact you either in writing or by email with either a final response or an explanation of why further investigation is necessary.

In exceptional circumstances where extensive further investigations are necessary, then within eight weeks of the initial complaint we will contact you again by letter/email either with a final response or a full explanation:

5. Final Response

Once the investigation is completed then our Complaints Officer will send you a Final Response by letter or email with an appraisal of the matter and outlining our offer to settle the matter if appropriate. This will be within 8 weeks of receiving the initial complaint.

6. Settlement

Any compensation we offer to resolve the complaint will be a fair offer taking all the facts into account. A settlement may include:

7. Financial Ombudsman Service

If you are not satisfied after receiving the final response from us, then you have the right to make a complaint to the Financial Ombudsman Service within 6 months of the final response.
Contact - The Financial Ombudsman Service:

Important information

This website provides information only. Vincent Bond & Co does not provide debt advice. If you wish to apply for any of the debt solutions outlined in this website Vincent Bond will with your permission pass your details to a licenced debt solution provider. You will then be called by an advisor who will discuss your options in more detail. During this telephone call and subsequent communication, you will be dealing with a debt solutions partner and not Vincent Bond & Co Ltd. Fees may be charged by the debt solution provider if you enter a debt solution with them. Vincent Bond will not charge you a fee, but may receive a referral fee from the debt solution provider if you agree to use their services.

We take reasonable care to ensure that the information on this website accurate. However, the user of this website should not rely on the information or take its accuracy for granted. Vincent Bond & Co does not accept liability or responsibility for and gives no warranty as to the accuracy of the information on this website. The provision of the information on this website does not constitute debt advice or recommendation and Vincent Bond will not accept any liability for any action taken by a user relying on the information provided in the website. Use of the information in this website is at the users own risk. Your statutory rights are not effected by this disclaimer.

The Insolvency Service has issued a guide to dealing with creditors for those struggling with debt: In debt - dealing with your creditors.

To find out more about managing your money and getting free debt advice, visit Money Advice Service, an independent service set up to help people manage their money.