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Complaints

If something hasn’t gone as expected, we want to hear about it. Submit your complaint below and it will be sent directly to our complaints team for review. This page explains the information we need, what you can expect from us, the timelines for our response, and the options available if you are not satisfied with the outcome.

Make a complaint

By clicking "Send complaint", you acknowledge and agree that you have read, understood, and accepted the Disclaimer contained in the website footer, as well as all applicable Terms and Conditions and Policies governing the use of the VIP360 website and any related services.

What to tell us

  • Your name and the company the complaint relates to.
  • Your preferred contact details, including email address and phone number.
  • A clear description of what happened and when.
  • Who you dealt with, if you know.
  • How you would like the matter to be resolved.

When you will hear from us

We will keep you informed as we review your complaint and may contact you if we need any additional information.

  1. We acknowledge it

    Promptly, and normally within 5 business days of receiving your complaint.

  2. We investigate

    We look into what happened and come back to you for anything else we need.

  3. We send a final response

    We aim to provide it within 8 weeks of receiving your complaint.

What the final response will cover

  • A summary of your complaint and the issues you raised.
  • The information we reviewed and the outcome of our investigation.
  • Our decision and any action we propose to take.
  • The next steps available to you if you remain dissatisfied.

If you are still not satisfied

Where your complaint relates to a regulated service provided by an FCA-authorised institution, you may be eligible to refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent and free service for eligible complainants.

You will usually need to refer your complaint within six months of the date of the final response, although certain exceptions may apply.

Eligibility depends on your circumstances and, for businesses, factors such as the size and nature of the organisation. If you are unsure whether the FOS can consider your complaint, you can check its eligibility criteria or contact them directly on 0800 023 4567.

Prefer to talk it through first?

Contact us

Last reviewed: 17 August 2026.