- 📧 We welcome both positive feedback and concerns. Please contact us at complaints@vacoss.co.uk
- 📍 Write to us at: 4th Floor Silverstream House 45 Fitzroy Street Fitzrovia London W1T 6EB United Kingdom.
- 📞 Call us at: +44 7923368797
- Vacoss Limited aims to acknowledge receipt of a complaint within 24 hours.
- We aim to resolve complaints within 15 working days from the date of receipt.
- If resolution requires more time, an interim response will be issued. The total response period will not exceed 35 days from the original complaint date, and a final response will explain any delays.
- Fair, consistent and timely evaluation
- Clear assessment of the subject of the complaint
- Transparent decision on acceptance or rejection
- Appropriate corrective action where required
Customer Complaint Procedure
At Vacoss Limited, we are committed to maintaining high standards of service, transparency and trust. If you are not satisfied with any part of our services, we have a structured procedure in place to review and resolve your concerns fairly and efficiently.
If you wish to submit a complaint, please follow the steps outlined below. To help us assess your case effectively, provide as much relevant information as possible, including your account details, a summary of your concern, and any previous actions taken to address the matter.
Stage 1 – Contacting Vacoss
When contacting us, it is helpful to have your service details available so we can assist you efficiently.
Complaint Processing and Acknowledgement
Vacoss Limited follows structured procedures when handling customer complaints. We will acknowledge receipt of your complaint in writing, which may be by email, telephone or letter.
Complaint Handling Timeframes
Final Response and Resolution
The Complaint Resolution Summary will confirm receipt of your concern, outline the findings of our investigation, and explain whether the complaint is upheld and what corrective actions or resolutions may be applied.
A Final Response Letter will provide a detailed outcome of the investigation, including whether the complaint is accepted and what remedies or corrective steps are considered appropriate.
If a complaint is not upheld, Vacoss Limited will provide a clear written explanation.
Our Resolution Principles
These steps are designed to understand customer concerns more effectively and deliver fair, structured and transparent solutions.
Our goal is to resolve any issues through a process built on trust, clarity and comprehensive evaluation.
