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DEMSA/OFT Approval

We are proud members of DEMSA whose code of conduct is approved by the Office of Fair Trading

DEMSA OFT
Creditor Harrassment

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0871 5663 999

1. How to make a complaint

A complaint can be made by any form of contact to Vincent Bond; telephone, fax, email or in writing.

2. What we do when we receive a Complaint

On receipt of a complaint from any source the details are passed to our Complaints Officer for acknowledging and further investigation. If the Complaints Officer is the person being complained about the details of the complaint will be passed to another person who is more senior or equally senior to the Complaints Officer.

3. Acknowledgement

All complaints will be acknowledged as soon as possible and in any event within 5 business days of receiving the original complaint. This acknowledgement will either be in writing or by email.

4. Review Process

Within 4 weeks of receiving the initial complaint will contact you either in writing or by email with either a final response or an explanation of why further investigation is necessary. In exceptional circumstances where extensive further investigations are necessary, then within eight weeks of the initial complaint we will contact you again by letter/email either with a final response or a full explanation:

5. Final Response

Once the investigation is completed then our Complaints Officer will send you a Final Response by letter or email with an appraisal of the matter and outlining our offer to settle the matter if appropriate.

6. Settlement

Any compensation we offer to resolve the complaint will be a fair offer taking all the facts into account. A settlement may include:

7. Financial Ombudsman Service

If after eight weeks we are not able to provide a final response or if you are not satisfied after receiving the reply from us, then you can refer the complaint to:

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR.
Tel: 0845 080 1800

It is important that you are aware of the following when taking on any debt solution with Vincent Bond & Co: All possible solutions should be considered to ensure you make an informed choice. Fees will be charged if a solution is taken. For further information on fees, please see the FAQ section of the different solutions available. Stopping payments to your creditors may place you into further arrears. It is likely that your ability to get credit will be affected. In compliance with the Consumer Credit Act you have a 14 day cooling off period in which to cancel your plan. Calls to our free phone number may be charged from mobiles and other networks.