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Complaints Policy

Introduction

At VSA Capital, we value customer satisfaction and strive to provide exceptional levels of service at all times. If we fall short of your expectations or make an error, we want to hear from you so we can address the issue promptly and improve our processes to prevent it from happening again. If our service ever does not meet your expectations, please do not hesitate to contact us. This gives us the opportunity to resolve the matter and learn from the experience to enhance the services we provide.

 

Our approach ensures that all complaints are handled efficiently, with due regard for client interests, and in a fair and transparent manner.

 

How Can You Make a Complaint?

Complaints should be addressed to the Compliance Officer and can be made via any of the channels below:

 

Email: gganchev@vsacapital.com

 

Telephone switchboard: +44 203 005 5000

 

In writing:

Galin Ganchev

VSA Capital Limited
Park House
16-18 Finsbury Circus
London

EC2M 7EB

 

To help us investigate and resolve the complaint as quickly as possible, please provide us with the following information:

  • Your name, email address and telephone number

  • A clear description of your concern or complaint

  • Details of what you would like us to do to put it right

  • Copies of any relevant documents and correspondence

 

What Will We Do Once We Have Received Your Complaint?

Your complaint will be referred promptly to our Compliance Officer. In the event that the Compliance Officer is involved in the subject matter of the complaint, your complaint will be referred to the CEO or another member of Senior Management.

 

We will promptly acknowledge your complaint in writing. In this acknowledgement we will provide the name and title of the person that is handling your complaint. We have given this individual the authority necessary to investigate and settle the complaint.

 

Investigating and Resolving Your Complaint

We will investigate your complaint fairly, consistently and promptly to determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.

If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.

 

Our Timetable for Responding to You

Once we have acknowledged your complaint, we will keep you informed of our progress.  If we are able to quickly resolve your complaint, we will send you a Summary Resolution Communication which will:

  • Acknowledge your complaint and confirm that we now consider it to be resolved;

  • Explain that you may still be able to refer your complaint to the Financial Ombudsman (FOS) if you subsequently disagree with our decision and the timescales you have for doing this; and

  • Provide information about how to contact the FOS.

 

If we are not able to resolve your complaint quickly, we will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why we are not in a position to make a final response to you and when we expect to provide one. Our response will also:

  • inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and

  • enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.

 

Most of our clients will not be able to utilise the FOS - as only eligible complainants may use the FOS (consumers and small enterprises for example). If you are in any doubt as to whether you can refer to the FOS, please contact the FOS directly or visit their website at https://www.financial-ombudsman.org.uk/.

 

Financial Ombudsman Service

The FOS can be contacted directly by post at:

Financial Ombudsman Service (FOS)

Exchange Tower

London

E14 9SR

 

or by visiting the website at: https://www.financial-ombudsman.org.uk/consumers/how-to-complain

 

The Financial Ombudsman only has jurisdiction in respect of Eligible Complainants as defined by the FCA rules. If you need guidance on the meaning of Eligible Complainants, please refer to the FCA Handbook or contact FOS directly using the details provided above.

 

Please note that you have the right to refer your complaint to the FOS within six months of the date of receiving our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

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