Complaints Procedure
We're Sorry You Need This Page
We take all complaints seriously and are committed to resolving issues fairly and promptly. This page explains how to make a complaint and what to expect from our process.
How to Make a Complaint
Email Us
complaints@vectordrive.co.uk
Send us the details of your complaint and we'll respond within 5 business days.
Send EmailWrite to Us
Complaints Department
VectorDrive Limited
25 Finsbury Circus
London EC2M 7EE
We'll acknowledge your letter within 5 business days of receipt.
What to Include in Your Complaint
Your Details
Full name, address, email, phone number, and policy number (if applicable)
What Happened
A clear description of what went wrong and when it occurred
Impact on You
How the issue has affected you, including any financial loss or distress
What You Want
The outcome you're looking for to resolve your complaint
Our Complaints Timeline
Acknowledgement
We'll acknowledge your complaint and provide a reference number
Initial Response
We aim to resolve most complaints within 4 weeks. If we can't, we'll explain why and give you a new timeframe.
Final Response
You'll receive our final response within 8 weeks. If you're not satisfied, you can escalate to the Financial Ombudsman Service.
Financial Ombudsman Service
If you're not satisfied with our final response, or if 8 weeks have passed since you complained, you can refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial businesses.
Important: You must refer your complaint to the FOS within 6 months of receiving our final response letter. The FOS may not be able to consider your complaint if you wait longer than this.
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). If we cannot meet our obligations, you may be entitled to compensation from the scheme:
- 90% of a claim for most insurance types, with no upper limit
- 100% for claims under compulsory insurance (e.g., third party motor insurance)
For more information, visit www.fscs.org.uk or call 0800 678 1100.
Further Information
Full details of our complaints handling procedure can be found in our Terms of Business document.