- 📧 We want to hear about your great experiences, but we also want to know if you are unhappy with something, so please get in touch with us at complaints@vacoss.co.uk
- 📍 You can write to us at "61 Bridge Street Kington Herefordshire HR5 3DJ," United Kingdom.
- 📞 or you can reach us at +44 7923368797
- Vacoss limited will ensure that the initial response time to acknowledge receipt of a complaint is within 24 hours.
- Vacoss Limited will resolve the complaint within 15 working days from receipt of the complaint.
- If the complaint is not resolved within the 15-day period, a pending response will be issued, which will last no longer than 35 days from the date of receipt of the original complaint, and a final response will be issued, which will include an explanation of why the original complaint was not resolved within the original timeframe.
- Evaluate fairly, consistently and promptly:
- Subject of the complaint
- Whether the complaint is accepted or not
- What corrective action or correction (or both) might be appropriate?
Customer complaint procedure
We are committed to providing high standards of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and correctly.
If you would like to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, a summary of your complaint and any previous action taken to deal with the issue.
Stage 1
It helps us to have information about your service with you when you call.
Complaint processing deadlines
As stated above, Vacoss Limited must comply with certain requirements when dealing with a customer complaint. Vacoss Limited must acknowledge the complaint in writing, which can be by email, telephone or letter.
Complaint Deadlines
Final Answer Complaint Resolution
The Complaint Resolution Summary will acknowledge your complaint and set out the findings of our full investigation into the matters giving rise to the complaint and our view as to whether your complaint should be upheld and, if so, what corrective action and/or resolution we consider appropriate.
Final Response Letter – which will set out the findings of our full investigation into the matters giving rise to your complaint and our view as to whether your complaint should be accepted and, if so, what corrective action and/or remedy we consider appropriate; or
"Additional Written Response": If we reject the complaint, Vacoss Limited will explain why it was rejected. or
"The above steps and information are there to better understand the problems experienced by customers who benefit from our services and to produce solutions."
"The aim here is to resolve any problems that may arise by addressing them fairly and comprehensively."
