Complaints Code of Practice

Introduction

Vfast Ltd is committed to providing high-quality services and excellent customer care. We recognise that sometimes things may not go as expected. If you are unhappy with any aspect of our service, we want to know so we can put things right and improve.

Our priority is always to resolve concerns quickly, fairly, and directly, without the need for escalation. The vast majority of issues are resolved through our internal process.

This Code explains:

• How to make a complaint
• What will happen next
• How long it may take
• What options are available if an issue remains unresolved

What is a complaint?

A complaint is an expression of dissatisfaction about our services, products, or the way we have handled something, where a response or resolution is expected.

How to make a complaint

You can register a complaint using any of the following methods:

By telephone

• 01227 688901
• Monday to Friday: 8am – 8pm
• Saturday: 8am – 6pm

By email

You can submit your complaint by email using any of our published customer contact email addresses, including:

• support@vfast.co.uk (for technical or service issues)
• accounts@vfast.co.uk (for billing or payment issues)
• sales@vfast.co.uk (for general service concerns)

Any complaint received by email will be logged and handled in line with this Code of Practice.

Online

Via the contact form on our website

By post

Vfast Ltd

County House

Station Approach

Bekesbourne

Canterbury

CT4 5DT

If you are unable to complain yourself, you may authorise someone else to act on your behalf. We may need your permission before we can discuss account details or take action on your complaint.

What happens when we receive your complaint

1. Acknowledgement

We will acknowledge your complaint within 24 hours of receiving it and provide you with a reference number.

2. Investigation

Your complaint will be:

• Logged in our complaints system
  
• Assigned to a trained complaint handler
  
• Investigated fairly and thoroughly
  
• Reviewed with relevant teams where needed

3. Communication

We will:

• Keep you informed of progress
  
• Explain what we are doing to resolve your complaint
  
• Provide a clear response once our investigation is complete

4. Resolution timescales

We aim to provide a substantive response within 5 working days.

Some complaints may take longer due to their complexity. If this happens, we will:

• Tell you why
• Explain what we are doing
• Give you a revised timescale

All complaints will be fully resolved within 8 weeks, unless exceptional circumstances apply.

Escalation

If you are unhappy with our response, you can ask for your complaint to be escalated to a manager for further review.

We will:

• Reassess the complaint
• Provide our final position
• Explain the outcome clearly

Final stage: Independent review (ADR)

In rare cases, if we are unable to reach a resolution through our internal process, no further progress can reasonably be made.

When this happens, we will confirm our final position in writing and explain the options available to you.

Recording and learning from complaints

All complaints are:

• Logged and tracked
  
• Reviewed for trends
  
• Analysed for root causes
  
• Used to improve our services and processes

This helps us prevent similar issues in the future and improve customer experience.

Fairness and accessibility

We are committed to:

• Treating all complaints fairly and consistently
  
• Making our process easy to access
  
• Providing clear explanations of outcomes

Review of this Code

This Complaints Code of Practice is reviewed regularly to ensure it remains fair, effective, and compliant with regulatory and industry standards.