Complaints Procedure

Complaints Procedure (finance)

Your views are important to us and if we do not deliver to the high standard of service you should expect, or if we make a mistake, we want to know. We will investigate your complaint and try to resolve the problem as quickly as possible.


How we handle complaints


Step 1
Please contact us at your earliest convenience with the following information:
• Your full name, address and telephone number
• Details of any previous correspondence you’ve had with us
• Details of your problem or complaint
• We will try to give you an answer there and then, but if this is not possible, we will take full details from you and arrange for the problem to be investigated.
You can contact us in one of the following ways:
In writing: 21 Stoke Road, Leighton Buzzard, Beds LU7 2RW
By phone: 01525 654070
By email: jordan@videtta.co.uk

Step 2
We will try to resolve your complaint straight away. However, if it requires a more in-depth investigation, then we will aim to give you our final response within four weeks. If for whatever reason this is not possible, we will contact you to explain the reasons why and let you know how long our investigations are likely to take.


Step 3
We hope that you’ll never have to do this, but if you’re not happy with the way we’ve handled your complaint, the outcome of it, or if eight weeks have passed and we have not sent you our final response, you may have the right to refer your case to the Financial Ombudsman Service.

You can contact them in one of the following ways:


In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR


By phone: 0800 023 4567

By email: complaint.info@financial-ombudsman.org.uk

Website: http://www.financial-ombudsman.org.uk(external link)

Please remember that you will need to refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
If you have bought your insurance online, you can also register your complaint with the Online Dispute Resolution(external link)website, which has been set up by the European Commission.

Complaints Policy (customer service)

The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied.

To ensure the business is able to put things right as soon as possible, please read our complaints procedure below. The business will then be able to respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact the business as soon so the problems can be rectified as soon as possible.

Our Procedure

Either call 01525 654070, email jordan@videtta.co.uk or write* to us at Videtta Heating & Plumbing, 21 Stoke Road, Leighton Buzzard, Beds LU7 2SW. The business aims to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where the business is unable to resolve your complaint using the business complaints procedure, as a Which? Trusted Trader the business uses Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that the business cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 456 6031

*please request and retain proof of receipt if posting