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Complaints Procedure

How to raise a complaint and what happens next. Regulators expect this to be published and followed.

This document is not yet in force. The wording below has not been written or approved. The headings show what the final document must cover so that it can be drafted and inserted. Nothing on this page creates any obligation on Vivica or on any borrower.

1. How to complain

This section must set out: Every channel - in person, phone, WhatsApp, email - and what information to include.

Approved wording to be inserted

2. What happens first

This section must set out: The timeframe within which a complaint is acknowledged and who acknowledges it.

Approved wording to be inserted

3. How we investigate

This section must set out: Who reviews it, that the officer complained about does not decide the outcome, and what records are kept.

Approved wording to be inserted

4. How long it takes

This section must set out: The target for a full response and what happens if more time is needed.

Approved wording to be inserted

5. If you are not satisfied

This section must set out: Internal escalation, naming the role it escalates to.

Approved wording to be inserted

6. Taking it further

This section must set out: The external body a borrower may approach if the outcome is unsatisfactory.

Approved wording to be inserted

7. Our record

This section must set out: That complaints are logged and reviewed.

Approved wording to be inserted

Once approved wording is supplied it is inserted here and this notice is removed. Each section is stored separately so it can be updated without rebuilding the site.

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