Valitor complaints handling process.
When a complaint is made any of the below steps should be followed. It is necessary to include as much information as possible; account details, the branch or part of the business involved, a summary of the complaint and any action already taken to deal with the issue.
Step 1: Contacting Valitor
You can contact us as follows:
Visit any of our offices and talk to one of our team members. The nearest office and its opening hours can be found on Valitor’s webpage: www.valitor.com/about-us.
A written complaint can be sent to Chapel House, Thremhall Park, Start Hill, Bishop’s Stortford, Hertfordshire, CM22 7WE, United Kingdom.
A complaint can be submitted by phone at +44 (0) 808 204 0349.
A confirmation will be sent out when a complaint is received. All complaints will be dealt with promptly and impartially within three business days, by the close of business on the third day. The complaint handlers will make sure that all complaints are fully investigated and dealt with to the customers satisfaction.
When the complaint is resolved a ‘summary resolution communication’ will be sent to the complainant. The summary resolution communication will be in writing and will include:
- A confirmation of resolution of the complaint
- Steps to on how to take the complaint further if there is any dissatisfaction with the outcome.
If the complaint has not been resolved by the close of business on the third business day after receipt, a letter of acknowledgment of the complaint will be sent out. This letter may also include a final response to the complaint. If more time is required to investigate the complaint further, the customer will be informed of the steps that have been taken to deal with it.
If the 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 the complaint a letter will be sent out explaining:
- The final response or;
- Why a final response has not been provided yet, and when it is expected.
Step 2: Other options
Valitor always aims to deal with complaints in a way to the customers satisfaction. However, if any dissatisfaction arises with the summary resolution, communication or the final written response it is possible to refer the complaint to the Financial Ombudsman Service (FOS).
Complaint should be sent to:
Financial Ombudsman Service
The complaint must be referred to FOS within six months of the date of Valitor’s 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 the complaint is in relation to products and services applied for online, it is possible to access the Financial Ombudsman Service by using the Online Dispute Resolution Platform (ODR Platform) 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 the complaint to the Financial Ombudsman Service and therefore it might be preferable to contact Valitor or the Financial Ombudsman Service directly about your complaint, in the first instance, using the contact details noted above.
The ODR platform can be accessed using the following link: www.ec.europa.eu/odr.
The following information might be helpful when completing the ODR complaint form:
- Our name: Valitor
- Our email: firstname.lastname@example.org
- Our website address: www.valitor.com
- Our geographic address: Chapel House, Thremhall Park, Start Hill, Bishop’s Stortford, Hertfordshire, CM22 7WE, United Kingdom
Payment Services Regulations
It is possible to contact the Financial Conduct Authority (FCA) or the Payment Systems Regulator (PSR) if there is if any suspicion of the Payment Services Regulations 2017 being violated.
Contact FCA by writing to:
Financial Conduct Authority
12 Endeavour Square
Contact PSR by writing to:
Payments Systems Regulator
12 Endeavour Square
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 a complaint relates to a product another company has provided, Valitor will send that part of the complaint to the relevant company. We will do so promptly. An explanation will be sent in the final response as to why that part of the complaint to the other company, and that company’s contact details.