Complaints Procedure

1. How to complain

In your portal, choose Make a complaint – at the foot of every page, or under Requests › New request. Or email compliance@vaulex.co.uk, or write to Vaulex Group Ltd at Vaulex House, Woodland Place, Penarth CF64 2EX. Tell us what happened, when, and what you would like us to do about it. If you have a reference number, include it.

Our AI assistant does not handle complaints. A person reads and answers every one.

2. What we promise

3. Escalation

If you are not satisfied with the response, reply and ask for it to be escalated. We will look at the complaint again from the start, and our director will send you a final written response.

If you are a consumer and we cannot settle your complaint, our final response will say whether we are prepared to use an alternative dispute resolution provider, and give you the details of one that could consider it.

4. Complaints about identity or anti-money laundering checks

Where we can, we explain what we need from you and what you can do next. But where the law prohibits it, we cannot tell you why we have declined to act, or whether a report has been made. That is a legal duty, not a way of avoiding your complaint.

5. Taking it further

• Data protection – the Information Commissioner's Office, ico.org.uk, 0303 123 1113.
• Our conduct as an anti-money laundering supervised business – HMRC, which supervises us under registration XLML00000218127.
• Our conduct as an Authorised Corporate Service Provider – Companies House, under reference AP021384.
• Consumer disputes generally – Citizens Advice, or the courts of England and Wales.

6. What we do with complaints

We record every complaint, the outcome and the root cause, and review them regularly. Where a complaint reveals a process fault we fix the process, not just the case.