At Alfred Vaughan & Co Limited, we work hard to deliver excellent service, but we know that sometimes things go wrong. When they do, we want to hear about it. This guide explains how to make a complaint, what to expect, and how we put things right.
Our Commitment to You
We take every complaint seriously. You can expect:
Respect and care throughout the process.
A fair and independent investigation.
A timely response and regular updates.
Reflecting our Values
Be transparent
Be honest
Take ownership
Do what’s right
Put our customers’ needs first
Do what we say
How to Make aComplaint
You can contact us in any of the following ways:
Phone
0330 122 2247
Post
Alfred Vaughan & Co Limited, Belmont House, 75 Church Street, Bentley, Doncaster, DN5 0BE
Email
info@vaughans.co
The more information you can provide, the faster we can resolve your complaint.
What Happens Next
Here's what you can expect once you make a complaint:
Acknowledgement – within 5 working days.
Investigation – conducted by someone independent of the case.
Response – a final written outcome within 8 weeks (usually sooner)
If You're Still Not Happy
If you're not satisfied, or 8 weeks have passed without resolution, you can contact the Financial Ombudsman Service (FOS) (if you qualify to be considered under the scheme) via:
Belmont House, 75 Church Street,
Bentley, Doncaster, DN5 0BE
OurAccreditation
ImportantRegulatory
Alfred Vaughan & Co Limited is authorised and regulated by the Financial Conduct Authority, FRN: 966356. Alfred Vaughan & Co Limited is an authorised credit broker and not a lender. We work with a panel of lenders whose particulars will be supplied upon request to find a potentially suitable arrangement for your consideration.
Our ICO registration number is ZB278346 and you can check via www.ico.org.uk.
Vaughans is a trading style of Alfred Vaughan & Co Limited, registered at Belmont House, 75 Church Street, Bentley, Doncaster, DN5 0BE. Our company register number is 13630524.
Whichever lender we introduce you to we will receive commission from. Different lenders pay different amounts based on different commission models and interest amounts. For transparency we only work with commission models based on a percentage of the amount you borrow and/or a percentage of the facility service fees charged by the lender. The percentage can vary depending on factors such as the size of the loan advance and/or complexity of your requirements. We will sometimes receive fees separately from you; for the avoidance of doubt, these sums would be confirmed in Our Terms of Business Agreement which, if applicable, will be issued to you for your review and execution prior to proceeding. Further details of the commission model, calculation and amount will be disclosed to you throughout your customer journey.
LegalDisclaimer
This website is designed to provide you with general information only and does not attempt to give you advice on any particular financial arrangement or to recommend any particular finance to you. If you have any doubt as to whether a particular financial arrangement is suitable for you, you should contact Alfred Vaughan & Co Limited trading as Vaughans for advice.
Copyright Alfred Vaughan & Co Limited trading as Vaughans. All rights reserved.