Complaints

Valitor Complaints Handling Process

Valitor is committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.

If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, the branch or part of the business involved, a summary of your complaint and any action already taken to deal with the issue.

Step 1

You can contact us as follows:

In person
Visit any of our offices and talk to one of our team. You can find your nearest office and its opening hours on our webpage www.valitor.com.

Online
Click on the ‘Complaints’ link at the bottom of our website www.valitor.com. On the Complaints page click on the ‘Make a complaint’ link and submit your feedback using our online form.

In writing
You can write to us at Valitor, 1 Fore Street Avenue, London EC2Y 9DT, United Kingdom

By phone
You can call us on +44 (0) 203 630 1220. When you call you’ll need to have your card information handy.

One of our complaint handlers will make sure that your complaint is fully investigated and try to deal with the matter in a way you are satisfied with. We will deal with all complaints promptly and impartially that is, in a fair and unbiased way.

We will try to resolve your complaint by the close of business on the third business day after receipt of the complaint. If your complaint is resolved within three business days you will receive a ‘summary resolution communication’ from us. The summary resolution communication will be in writing and will:

  • Tell you that we consider your complaint has been resolved
  • Give you information about referring your complaint to the Financial Ombudsman Service if you are dissatisfied
If we have not resolved your complaint by the close of business on the third business day after we receive your complaint, we will send you a letter acknowledging your complaint. This letter may also include our final response to your complaint. If we need more time to investigate your complaint, we will keep you informed of the steps we are taking to deal with it.

If your complaint is in relation to a payment service within 15 business days (or in exceptional circumstances by the end of 35 business days) and in all other cases, within eight weeks of receiving your complaint we will send you a letter explaining:

  • Our final response or
  • Why we cannot provide a final response yet, and when we expect to be able to do this

Step 2

Valitor always aims to deal with complaints in a way you are satisfied with. However, if you are not satisfied with the summary resolution communication or the final or written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

You should send your complaint to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

You must normally refer the complaint to them within six months of the date of our final response.

The Financial Ombudsman Service can help with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.

If your complaint is in relation to our products and services you applied for online, you can also access the Financial Ombudsman Service by using the Online Dispute Resolution Platform (ODR Platform) if you are not satisfied with the response you receive from us. The ODR platform is an official website managed by the European Commission to help consumers who have bought products or services online to resolve their disputes. The ODR platform will send your complaint to the Financial Ombudsman Service and therefore you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.

The ODR platform can be accessed using the following link: http:s//ec.europa.eu/.

You may find the following information helpful when completing the ODR complaint form:

Payment Services Regulations

You will also be able to contact the Financial Conduct Authority (FCA) or the Payment Systems Regulator (PSR) if you think that we may have broken the Payment Services Regulations 2017.

You can contact the FCA by writing to:

Financial Conduct Authority
12 Endeavour Square
London
E20 1JN

Web: www.fca.org.uk/contact

You can contact the PSR by writing to:

Payments Systems Regulator
12 Endeavour Square
London
E20 1JN

Email: PSRcomplaints@PSR.org.uk

The FCA and the PSR will use this information to inform their regulatory activities. More information can be found on the PSR Factsheet.

If any part of your complaint relates to a product another company has provided, we will send that part of your complaint to that company. We will do so promptly. We will also give you a final response to explain why we have sent that part of your complaint to the other company, and that company’s contact details.

Complaints Handling Policy

Please click here to view our Complaints Handling Policy.

Make a Complaint

Should you wish to submit a complaint, please complete the form below or call us on:

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