Complaints Policy

At Vanation Ltd, we value all feedback—whether positive, negative, or neutral. Each piece of feedback plays a vital role in helping us improve our services and deliver the best possible experience to our customers.

We take great pride in the high standards of customer service we provide, and fortunately, customer issues are rare. However, in the unlikely event that you encounter a problem or have concerns, our team is here to help. We commit to giving your issue the full attention it deserves and will work diligently to resolve it as quickly and fairly as possible.

If you need to make a complaint, please contact us using any of the following methods:

Customer Services Department (Vanation Ltd)
99 Windsor Drive
Wigginton
York
YO32 2RZ

Or by phone: 07883 473121
Or by email: management@vanation.co.uk

Our Complaints Process

1. Acknowledgement
   We will promptly acknowledge receipt of your complaint.

2. Investigation
   We aim to provide you with an update regarding the investigation of your complaint within 5 days.

3. Updates
   Our goal is to offer a final response within 4 weeks of receiving your complaint. If this is not possible, we will inform you of the delay and provide an estimated time frame for resolution.

4. Extended Timescales
   If your complaint requires more time to investigate, we will ensure you receive a response within 8 weeks of submission. If additional time is needed, we will explain the reasons for the delay and inform you of when to expect the final decision.

5. Financial Ombudsman
   As a company regulated by the Financial Conduct Authority, we are committed to adhering to their rules. If you are dissatisfied with our response or if your complaint remains unresolved, you have the right to escalate the issue to the Financial Ombudsman Service.

You may refer your complaint to the Financial Ombudsman Service if:

• You have received our final response letter, or
• Eight weeks have passed since we received your complaint.

Please note that the Financial Ombudsman Service can only review complaints up to six months after the final outcome letter was issued. If we receive a complaint outside this six-month period, we may not be able to consider it. However, the Financial Ombudsman Service may waive this time limit under exceptional circumstances.

Contact Information for the Financial Ombudsman Service
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Phone: 0300 123 9 123 or 0800 023 4 567
Email: data.protection@financial-ombudsman.org.uk