Complaints Handling Procedure

The purpose of this complaint procedure is to ensure that all complaints are handled efficiently and effectively, promoting a culture of continuous improvement within the Valloop Group. 

If you are unhappy with the service you have received from Valloop, you can make a complaint by following the below process.  

Definition of a Complaint  

A complaint is defined as an expression of dissatisfaction towards a product or service being offered by a company, which may be oral or written, in paper or electronic form that reasonably requires a response on the part of the Company. 

Valloop acknowledges that on occasion, an eligible complainant may indicate dissatisfaction with the service but will do so in a manner which will not require a response (for example, indicating that the service is not satisfactory, and the individual concerned will no longer use the service).  In these cases, and in general, companies are expected to exercise their best judgement as to whether the internal complaints procedure should be invoked.   Where there is an element of doubt, preference should be given to applying the internal complaints procedure over dismissing the communication, query, or comment.  

How to Raise a Complaint 

If you are dissatisfied with any of the services Valloop has provided to you, to make a complaint.   Additionally, you have the right for your complaint to be received and addressed in the strictest confidence, to be addressed in a helpful and sensitive manner and for the complaint to be resolved as promptly as possible.  Complaints regarding the Valloop Group can be directly made by: 

Email: Complaints@valloop.com

Telephone: +44 (0)203 603 3722 

Address: c/o Clarke Willmott, 55 Spring Gardens, Manchester, M2 2BY 

Once your complaint is received it will be investigated competently, diligently, and impartially.  Additional information may be requested as necessary.  

The complaint will be assessed fairly, consistently and promptly in regard to;    

  • What remedial action or redress may be appropriate.    

  • If the complaint should be upheld. 

  • If action or redress is required, there will be a need to assess if there are reasonable grounds to satisfy another respondent being solely or jointly responsible for the matter of the complaint.

Valloop will endeavour to make sure that complaints are resolved as soon as they are received, the timetable is set out below:  

Once a decision has been reached and the complaint is upheld or rejected you will be advised in a final response communication which will detail the following:  

  • An explanation of the decision will be provided promptly and in a way that is fair, clear, and not misleading. It will include details of the assessment of the complaint and the reason behind the decision made. 

  • An offer of redress or remedial action will be given, if this is appropriate. 

  • Confirmation that Valloop will act promptly to any offer of remedial action or redress that is accepted by the complainant, if this is appropriate. 

  • That Valloop now considers the complaint to be resolved. 

  • Advise that if you are dissatisfied with the resolution of the complaint, you may escalate as detailed below. 

  • If the complaint is rejected, you will be advised why and given reasons for the decision. 

Escalation  

If at any time a complaint cannot be resolved through the Valloop escalation process to your satisfaction, you have the right to escalate it to either a private, financial or consumer Ombudsman.   

Information regarding the various Ombudsman available can be found at:  

Records 

Valloop will keep records of each complaint received and the measures taken for its resolution and will retain the record for at least 3 years from the date the complaint was received.