Customer Complaints Procedure
At Vacoss Limited, we are committed to providing professional and transparent customer service. If you are dissatisfied with any aspect of our service, we welcome the opportunity to review your concerns fairly and work towards an appropriate resolution.
To submit a complaint, please contact us using the details below. Include your name, relevant service or account details, a clear description of the issue, any supporting information, and details of any steps already taken to resolve the matter.
Stage 1: How to Submit a Complaint
- 📧 Email: complaints@vacoss.co.uk
- 📍 Postal address: Please contact Vacoss Limited to confirm the company's current correspondence address before sending documents by post.
- 📞 Telephone: +44 7923 368797
Please provide sufficient information for us to identify the service concerned and understand the circumstances. Do not include passwords, full payment card details, or other unnecessary sensitive information.
Complaint Acknowledgement and Review
Vacoss Limited will review complaints in a fair, consistent, and professional manner. We will assess the information provided, consider any relevant records, and contact you if further information is needed. We will communicate with you about the progress and outcome of the review.
Complaint Handling Timescales
Vacoss Limited aims to acknowledge receipt of complaints within 24 hours and to provide a resolution within 15 working days, where reasonably possible. If a complaint requires additional investigation and cannot be resolved within that period, we will explain the reason for the delay and provide an update on the next steps and expected timeframe.
Any applicable statutory or regulatory deadlines will take precedence over the general timescales described on this page.
Final Response and Resolution
Once our review is complete, we will provide a response explaining the issues considered, the findings of our review, and whether the complaint has been upheld in full, upheld in part, or not upheld. Where appropriate, we will also explain any corrective action or proposed resolution.
If we are unable to resolve the complaint as requested, our response will explain the reasons for our decision and outline any further steps available to you, where applicable.
Our Commitment to Fair Complaint Handling
- We assess complaints objectively and consistently.
- We consider the relevant facts and information provided.
- We communicate our findings and decisions clearly.
- We identify appropriate corrective action where necessary.
- We use customer feedback to help improve our services.
Our aim is to understand the concerns raised by our customers, address complaints fairly and transparently, and identify appropriate solutions wherever possible.
