Our Commitment & Complaints Procedure

At Vesture Ltd, we are committed to providing the highest level of service. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can address your concerns promptly and effectively.

We are committed to resolving complaints fairly and efficiently. Your feedback is valuable to us and helps us improve our services.

5-Step Complaints Resolution Process

Step 1: Informal Resolution (Quickest Fix)

We recommend that you first raise the issue with the member of staff you have been dealing with. They are best positioned to resolve the matter as quickly as possible.

Step 2: Formal Complaint (Written Submission)

If you are not satisfied with the initial response, you may escalate your concerns by submitting a formal complaint in writing.

Please ensure your written complaint includes the following key details:

● Your full name and contact details

● A clear description of your complaint

● Any supporting evidence or documentation

● How you would like us to resolve the issue

You can submit your formal complaint via:

● Email: hello@vesture.co.uk

● Post: College House, 17 King Edwards Road, Ruislip, HA4 7AE

Step 3: Acknowledgment & Investigation

We will acknowledge receipt of your complaint within 3 working days. A dedicated complaints handler will then thoroughly investigate the matter and aim to provide you with a full written response within 15 working days.

Step 4: Further Review (Senior Management)

If you remain dissatisfied with our initial written response, you may request a further review by a senior member of our team. We will aim to provide a final response within another 15 working days.

Step 5: Independent Redress Scheme

If, after following our internal complaints procedure, you are still not satisfied with our final resolution, you may refer your complaint to an independent redress scheme for review.

Independent Redress Scheme Contact:

● Website: www.theprs.co.uk/Complain

Contact Details

Email: hello@vesture.co.uk

Phone: 0203 695 9333

Website: www.vesture.co.uk

Postal Address:
Vesture Ltd, College House,
17 King Edwards Road, Ruislip, HA4 7AE