Information
Making a complaint
If you’re unhappy with our service, tell us what happened and what you would like us to put right. We’ll consider your concern fairly and explain the outcome.
How to contact us
Contact Victoria Financial Solutions by phone, email or post. Please include your name and contact details, any relevant reference number, what happened and the outcome you are seeking. Copies of relevant correspondence can help us understand the issue.
Complaints — Victoria Financial SolutionsSpring House, Spring Street
Widnes, Cheshire WA8 0NL
You do not need to pay someone to bring a complaint for you. Raising a concern will not affect our fair treatment of you.
What happens next
We’ll acknowledge your complaint promptly, usually within five business days, and review the information fairly. We may ask for further details and will keep you informed while we investigate.
Our response will explain our findings, whether we uphold the complaint and any action we propose. For most complaints about regulated financial services, we have up to eight weeks to send a final response. If we cannot complete the investigation in that time, we’ll explain the delay and any right you have to refer the matter to the Financial Ombudsman Service.
If you’re still unhappy
If your complaint is eligible, you can ask the Financial Ombudsman Service to look at it after our final response or after the applicable response period has passed. You normally need to refer it within six months of the date of our final response. Other time limits can also apply.
The Ombudsman is independent and its service is free for eligible complainants. Its jurisdiction does not cover every service: Will Writing is not regulated by the FCA, so do not assume an Ombudsman referral is available for that work.
Visit the Ombudsman’s time-limit guidance or contact the Financial Ombudsman Service to check your options.