Complaint handling policy

Purpose

Vizex Capital is a trading style of Vizex LTD, registered at 71 Hallington Court, 6 Brannigan Way, Edgware, England, HA8 8GE. Company Register number is 16580856. ICO registration ZB953461, which you can check via www.ico.org.uk.

Vizex LTD is not authorised by the Financial Conduct Authority and can only complete non-regulated introductions. We work with a Panel of Lenders whose particulars will be supplied upon request to find a potentially suitable arrangement for your consideration.

Vizex Capital is committed to delivering a high standard of service to all clients. We recognise that, on occasion, issues may arise. This policy sets out how we handle complaints promptly, fairly, and transparently.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether made orally or in writing, about the services we have provided, which requires a response.

How to make a complaint

You can submit a complaint by any of the following routes.

How we handle it

1. Acknowledgement. We will contact you within three business days of receiving your complaint to confirm we are considering it and to clarify any points where necessary. If we are able to resolve the matter within those three business days, we will send you a Summary Resolution Communication: written confirmation that you made a complaint and that we now consider it resolved.
2. Investigation. The complaint will be investigated by the Managing Director, or by another senior person where appropriate. This will involve reviewing all relevant documentation and communications.
3. Response. We aim to issue a written response within eight weeks. If we cannot meet that timescale, we will explain why and provide an estimated resolution date.
4. Outcome. Our final written response will set out our findings, any corrective actions taken, and any resolution we propose.

Record keeping

We maintain a Complaints Register recording:

• Date received
• Complainant's details
• Summary of the complaint
• Action taken and outcome
• Date closed

Records are retained for at least six years.

Escalation

If you remain dissatisfied after our final response, you may seek independent legal advice or use an appropriate trade or mediation body to pursue the matter further.

Continuous improvement

We review complaint trends periodically to identify root causes and implement improvements to our services, processes, and communication.