Complaints Procedure
At VP Solutions, we are committed to delivering high-quality ecommerce support services with professionalism, transparency and integrity. While we strive to provide an excellent experience for every client, we recognise that concerns may occasionally arise.
This Complaints Procedure explains how you can raise a concern, how we will investigate your complaint and the steps we will take to reach a fair and timely resolution. Every complaint is treated seriously and reviewed objectively in accordance with our internal procedures.
Our Complaints Process
Complaint Received
Once your complaint is received, we will record it within our internal complaints register and aim to acknowledge receipt within two working days.
Investigation
An appropriate member of our team will review the information provided, examine relevant records and, where necessary, request additional information to fully understand the matter.
Written Response
We aim to provide a written response outlining our findings and any proposed resolution within ten working days of receiving all relevant information. Where additional time is required due to complexity, we will keep you informed.
Internal Escalation
If you remain dissatisfied with our response, you may request a further internal review by a senior representative not directly involved in the original investigation. Following this review, we will issue our final written response.
Our Principles
We believe that responding to client feedback helps us continuously improve our services and strengthen long-term business relationships.
- Fair & Impartial Review: Every complaint is considered independently and without bias.
- Prompt Acknowledgement: We aim to acknowledge complaints quickly and keep clients informed.
- Thorough Investigation: We examine project records and documentation to establish facts.
- Clear Communication: We provide regular updates and explain findings clearly.
- Continuous Improvement: Feedback is used to enhance service quality.
- Confidential Handling: Information is accessed only by authorised personnel.
How to Submit & Required Info
To help us investigate efficiently, please include your full name, business name, contact details, a description of the issue, timeline of events, supporting documentation, and the resolution sought.
60 Tottenham Court Road, Suite 4972A
Fitzrovia, London, W1T 2EW
Professional Conduct
We are committed to treating every client with courtesy, fairness and respect, and we ask that the same standard of conduct is maintained in communications with our team.
We reserve the right to limit communications if behavior becomes:
- Abusive or threatening
- Harassing or intimidating
- Discriminatory or offensive
- Repeatedly unreasonable or vexatious
Regulatory Status & Commitment
VP Solutions operates as a Business-to-Business ecommerce support and consultancy company. We do not provide regulated financial services, investment advice, lending, insurance, payment processing or consumer credit services.
As we are not authorised or regulated by the Financial Conduct Authority (FCA), complaints relating to our services are handled directly by VP Solutions in accordance with this procedure.
Every concern raised is treated as an opportunity to improve our business and maintain the highest standards of professionalism.
Company Details & Contact
Fitzrovia, London, United Kingdom, W1T 2EW
Digital Marketing Agency For eCommerce Brands
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