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Our number one priority is to provide customers with the highest level of service. However, we know that sometimes things can go wrong. Customer feedback helps us understand where things have gone wrong and gives us the opportunity to put them right. It also helps us understand where we need to improve our products and services.

If you have a complaint about the service you received please contact us.

Post:                            Complaints Department, Vestura Group, Jason Works, Clarence Street, Loughborough, Leicestershire, LE11 1DX.

Email:                          complaints.department@vestura-group.co.uk

Phone:                         0333 444 8844

Website:                     https://www.vestura-group.co.uk

For all complaints we may record and monitor calls.

We aim to resolve your complaint straight away but if we can’t then we will write to you within three business days to:

– Acknowledge receipt in writing.

– Confirm our understanding of your complaint.

– State who will be handling it.

– Give you the opportunity to provide any further information or documents.

– Why we have not resolved your complaint.

– When we will contact you again.

We will aim to resolve your complaint quickly, but it may take longer if it is complex. We will keep you informed on a regular basis but if you need an update please call contact us and ask to speak to the person handling your complaint.

If we can’t agree a solution with you within eight weeks we will send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision or issue our final decision letter which will explain our final position.

CHANGES TO OUR COMPLAINTS POLICY
We keep our Complaints Policy under regular review. This policy was last updated on 18th February 2024. Historic versions can be obtained by contacting us.