Complaints Process

At Veloris Finance Ltd, our aim is to provide a consistently high standard of service to all of our customers.

However, we recognise that there may be occasions where you feel that the service you have received has not met your expectations. If you have cause to raise a complaint, it is important to us that your concerns are dealt with fairly, objectively and within an appropriate timeframe.

The following procedure explains how complaints are handled, what you can expect from us and the options available to you if you are not satisfied with the outcome.

How to tell us if you have a complaint

If you have a complaint about any aspect of the service you have received from Veloris Finance, we would like to hear from you.

You can make a complaint by telephone, email or in writing.

Our complaints contact details are:

Veloris Finance Ltd
Email: info@velorisfinance.com
Telephone: 07740393607
Address: C/O Realise Finance Ltd Brightfield Business Hub, Bakewell Road Orton Southgate, Peterborough, United Kingdom, PE2 6XU

We will ensure your complaint is passed to the appropriate person so that it can be investigated as quickly and efficiently as possible.

What information should you provide?

To help us investigate and resolve your complaint efficiently, please provide as much of the following information as possible:

  • Your full name and preferred contact details

  • Any relevant agreement, proposal or transaction reference

  • Full details of your complaint

  • Copies of any relevant correspondence or documentation

  • Supporting evidence where applicable

  • Details of what you believe we can do to resolve the matter

  • Any other information you believe may be relevant

Providing as much information as possible will help us understand your concerns and investigate the matter promptly.

What happens when we receive your complaint?

Any complaint received, whether verbally or in writing, will be referred to the appropriate complaints handler.

Where possible, we will try to resolve your complaint immediately. Where further investigation is required, we will follow an appropriate complaints process.

This will normally include:

  1. Recording your complaint and assigning an appropriate reference.

  2. Providing you with the name or details of the person responsible for handling your complaint.

  3. Acknowledging receipt of your complaint in writing promptly.

  4. Contacting you if we require any further information or clarification.

  5. Investigating the circumstances surrounding your complaint, including contacting relevant third parties where appropriate.

  6. Keeping you reasonably informed of the progress of our investigation.

  7. Considering the findings of our investigation and any appropriate resolution.

  8. Providing you with our final response within the applicable regulatory timeframe.

Where the complaint falls within the Financial Conduct Authority's complaints rules, a final response will be issued no later than eight weeks after receipt of the complaint, unless different regulatory provisions apply.

Investigation of your complaint

Your complaint will be investigated fairly and impartially.

We will consider the relevant facts and circumstances, together with any information supplied by you and any relevant third parties.

When handling complaints, our aim is to:

  • Deal with complaints promptly and fairly.

  • Investigate complaints thoroughly and objectively.

  • Provide clear and understandable responses.

  • Provide appropriate redress where this is considered necessary.

Eligible Complaints

We aim to treat all complainants fairly regardless of whether their complaint falls within the scope of the Financial Conduct Authority's formal complaints rules.

However, certain complaints may qualify for additional protections under FCA rules and may fall within the jurisdiction of the Financial Ombudsman Service.

This may include complaints made by or on behalf of an eligible complainant relating to the provision, or failure to provide, a regulated financial service where the complainant alleges that they have suffered, or may suffer, financial loss, material distress or material inconvenience.

Our Final Response

Once our investigation has been completed, we will provide you with our findings.

Where a formal Final Response is required, this will clearly explain:

  • Our decision regarding your complaint.

  • The reasons for our decision.

  • Any proposed resolution or redress.

  • How any compensation, where applicable, has been calculated.

  • Any further rights you may have.

Where appropriate, our Final Response will also provide information about your right to refer your complaint to the Financial Ombudsman Service.

If you are eligible to refer your complaint to the Financial Ombudsman Service, you will normally need to do so within six months of the date of our Final Response, subject to the applicable rules and any exceptions.

Complaints resolved within three business days

Where we are able to resolve your complaint to your satisfaction within three business days, we may provide you with a Summary Resolution Communication.

This communication will confirm:

  • That you made a complaint.

  • That we consider the complaint to have been resolved.

  • That you may be able to refer the matter back to us if you subsequently remain dissatisfied.

  • Whether you may be eligible to refer the complaint to the Financial Ombudsman Service.

  • Details of where you can obtain further information about the Financial Ombudsman Service.

Closing a complaint

We will generally consider a complaint closed once it has been resolved to your satisfaction or once we have issued our Final Response.

Closing our internal complaint file does not affect any rights you may have to refer an eligible complaint to the Financial Ombudsman Service.

What if you are not satisfied with our decision?

If your complaint relates to an eligible regulated financial service and you are dissatisfied with our Final Response, you may have the right to refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

The Financial Ombudsman Service is an independent organisation established to resolve disputes between eligible customers and financial services businesses.

Where you are eligible, you will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response.

We will cooperate fully with the Financial Ombudsman Service in relation to any complaint referred to them.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
From outside the UK: +44 20 7964 0500

Further information is available from the Financial Ombudsman Service website.

Veloris Finance and Alpha Asset Finance

Veloris Finance Ltd is an Appointed Representative of Alpha Asset Finance Ltd.

As our Principal, Alpha Asset Finance Ltd has regulatory oversight of the regulated activities undertaken by Veloris Finance Ltd.

Depending on the nature of your complaint, your complaint may therefore be referred or escalated to Alpha Asset Finance Ltd for investigation and handling in accordance with the applicable regulatory requirements.

Where this happens, we will cooperate fully with Alpha Asset Finance Ltd and provide the information reasonably required to investigate and resolve your complaint.

Alpha Asset Finance Ltd
Second Floor Office
The Maltings
Wharf Road
Grantham
NG31 6BH

Telephone: 01476 468318
Email: complaints@alphaassetfinance.com