Complaints Procedure

Last updated: 15 June 2026

Draft for review. This page is a working template prepared to brief a qualified UK compliance/legal adviser — it is not legal advice and must be reviewed and approved (with the bracketed details completed) before the site goes live.

We want to put things right

If something hasn’t gone as it should, please tell us so we can fix it. We take complaints seriously and aim to resolve them fairly and quickly.

How to complain

Contact us by email at hello@vanfinancelimited.co.uk, by phone on 01904 948008, or in writing to our registered office. Please include your name, contact details, what happened, and how you’d like it resolved.

What happens next

We’ll acknowledge your complaint promptly and let you know who is handling it.
We’ll investigate and aim to send a final response within the timescales required by the FCA’s complaint-handling rules (DISP). [Confirm exact timescales with your adviser.]
If we need more time, we’ll keep you updated and explain why.

Financial Ombudsman Service

If you’re not satisfied with our final response, or eight weeks have passed since you complained, eligible complainants may refer the matter to the Financial Ombudsman Service free of charge. Eligibility depends on your circumstances — micro-enterprises and small businesses may be eligible, while larger companies may not.

Financial Ombudsman Service, Exchange Tower, London E14 9SR · 0800 023 4567 · financial-ombudsman.org.uk. [Confirm current contact details and eligibility wording with your adviser.]