Vizex LTD – Complaints Handling Policy

1.    Purpose

 Underrated Capital  [is a trading style of Vizex] LTD, registered at 2 Falcon Gate, Shire Park, Welwyn Garden City, Hertfordshire, AL7 1TW, United Kingdom
 Company Register number is 16580856. ICO registration ZB953461 and you can check via www.ico.org.uk.

Underrated Capital is not authorised by the Financial Conduct Authority and can only complete non-regulated introductions. We work with a A Panel of Lenders whose particulars will be supplied upon request to find a potentially suitable arrangement for your consideration.

Underrated Capital is committed to delivering a high standard of service to all clients. We recognise that, on occasion, issues may arise. This policy sets out how we handle complaints promptly, fairly, and transparently.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether made orally or in writing, about the services we have provided, which requires a response.

3. How to Make a Complaint

Clients can submit complaints via:
- Email: [email protected] 
- Post: Vizex LTD, 2 Falcon Gate, Shire Park, Welwyn Garden City, Hertfordshire, AL7 1TW, United Kingdom
- Telephone: 07423 645724

4. Complaint Handling Procedure

1.  Acknowledgement – We will acknowledge all complaints within 3 business days of receipt.
   2. Investigation – The complaint will be investigated by the Managing Director (or another senior person if applicable). This will involve reviewing all relevant documentation and communications.
   3. Response – We aim to issue a written response within 8 weeks. If we cannot meet this timescale, we will explain why and provide an estimated resolution date.
   4. Outcome – Our final written response will set out our findings, any corrective actions taken, and any resolution we propose.

2. We will contact you within three working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

5. Record Keeping

We maintain a Complaints Register including:
- Date received
- Complainant’s details
- Summary of complaint
- Action taken and outcome
- Date closed
Records are retained for at least 6 years.

6. Escalation

If a client remains dissatisfied after our final response, they may seek independent legal advice or use an appropriate trade or mediation body to pursue the matter further.

7. Continuous Improvement

We review complaint trends periodically to identify root causes and implement improvements to our services, processes, and communication.