VR Financial is committed to providing a high standard of service to all clients. If something goes wrong, we want to know about it so we can put it right and improve our services.

If you are dissatisfied with any aspect of our service, you can make a complaint by contacting us:

VR Financial, Soham House, Snailwell Road, Newmarket, CB8 7DN.

info@vrfs.uk

0330 088 8970

Please provide as much detail as possible, including your name, contact details, and a description of your complaint.

We will:

• Acknowledge your complaint promptly (usually within 5 working days)

• Investigate your complaint fairly and thoroughly

• Keep you informed of our progress where appropriate

• Provide a final response as quickly as possible

We aim to resolve complaints within 8 weeks of receipt.

If we are unable to provide a final response within this time, we will explain why and indicate when we expect to complete our investigation.

Once our investigation is complete, we will issue a written final response outlining:

• The outcome of our investigation

• Any action we propose to take

• Information about your rights if you are not satisfied

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

You must do so within 6 months of our final response.

Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial businesses.

We keep records of all complaints received and how they were handled, in line with regulatory requirements.

We take complaints seriously and use them to improve our services, processes, and customer experience.