Complaints Policy

At Valour Financial Management we endeavour to provide you with a great service however if you are not satisfied with any aspect of our service you can tell us about your concern by following this process:

  • Telephone your Administrator – using the usual contact number, if you have access to our web portal you can contact them from there.
  • Telephone the Team Leader – using the usual contact number or by sending an email to complaints@valourfinancialmanagement.com. For security reasons please do not include additional personal information in any email to us.
  • If your concern has not been resolved by your Administrator or the Team Leader please escalate your complaint by writing to The Manager Third Floor, Dale House Tiviot Dale Stockport SK1 1TB.

We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

  • Why we have not yet resolved your complaint
  • Who is dealing with your complaint
  • When we will contact you again

In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved.

Complex Complaints

If your complaint is particularly complicated, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

However, we may decide to refer your complaint to our Client Finance Management Team. They will issue our final response letter, which will explain our final position.

We aim to resolve your complaint as quickly as possible and to your complete satisfaction.

If you're not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.

Reviewing your complaint - our Client Finance Management Team

If you remain unhappy, you can ask for your complaint to be reviewed at a higher level within our Management team. Our Client Finance Management Team will review your complaint fully and will aim to give you a full response within two weeks.

If their investigation is likely to take longer, they will keep you fully informed of their progress.

What to do if we can't reach an agreement together

Valour Financial Management recommends you use the Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if we can't reach an agreement with you, our Client Finance Management Team will send you a 'final response' letter. This letter will clearly set out our position in relation to your complaint.

However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

About the Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

Contact the Financial Ombudsman Service

Before contacting the ombudsman please allow us to deal with your query directly by submitting a complaint enquiry using the form below.

Please complete your case reference and your complaint enquiry to submit the form. This will help us to address your concerns immediately.

Case Ref:
Message:
Send
  • Write - The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
  • Call - 0845 080 1800

Company Reg No. 5676067 | CCL 592013 | Data Protection No. Z9614881 | Valour Financial Management is a trading style of Ventures in Finance Ltd