Complaints Policy

1. How to complain

Use our contact page and put the word Complaint at the start of your message, so it goes into the right queue.

Please tell us:

• your account username or the email address on the account;
• what happened, and when;
• what you would like us to do about it.

2. What happens next

1. Within 2 working days we will acknowledge your complaint and tell you who is dealing with it.
2. We will look into it properly — including our logs and records where relevant.
3. Within 10 working days we will give you a written answer: what we found, what we are doing about it, and what happens next.
4. If it is complicated and we need longer, we will tell you why and give you a new date. We will not simply go quiet.

3. If you are still not happy

Reply and say so, and we will escalate it to a director for a final review. We will give you a final written response.

4. Data protection complaints

If your complaint is about how we have handled your personal data, please tell us first — we take it seriously and we will investigate. You also have the right to complain directly to the Information Commissioner’s Office:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

5. Payment disputes

If you think you have been charged incorrectly, contact us before you raise a dispute with your bank. Nine times out of ten we can sort it out the same day, and a chargeback takes weeks and helps nobody. Every payment you have made is listed, with an invoice you can download, under Billing & Invoices in your account.

6. Who we are

Vaulex Group Ltd, registered in England and Wales, company number 17004770. Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ.