If you are not satisfied with any aspect of our service, you can tell us about your
concern in the following ways:
- Telephone your administrator - use your usual number for contacting your
Administrator. If you have access to our web portal you can contact them from there.
- Telephone / Email the Assistant Manager - using your usual contact number
or by sending an e-mail to
complaints@valourfinancialmanagement.com For security reasons, please do
not include additional personal information in any emails. For this reason, we will
respond to your email by telephone or letter.
- Write - address your letter to the Client Finance Management Team, Valour
Financial Management, Third Floor, Dale House, 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
- Write - The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall,
London, E14 9SR.
- Call - 0845 080 1800