How to Complain
At Vivid Financial Solutions Limited, we are committed to providing a professional and high-quality service to all our customers. If you are unhappy with our service, we want to hear about it so we can put things right.
How to Make a Complaint
You can submit a complaint through any of the following methods:
Contacting Us Directly
By Post:
Stephen Babatunde
Vivid Financial Solutions Limited
By Phone:
07830 922336
By Email:
stephen@vividfinancialsolutions.co.uk
Contacting PRIMIS Mortgage Network
If you prefer, you can escalate your complaint directly to PRIMIS using the following contact details:
By Post:
PRIMIS Mortgage Network
Customer Resolution Team
Ground Floor
Birmingham Business Park
B37 7YT
By Phone:
0121 767 1139
By Email:
complaints.solihull@primis.co.uk
Online:
PRIMIS Complaints Page
This page provides further information on PRIMIS’ role in complaint handling and how Appointed Representative relationships work.
How We Handle Complaints
Simplified Complaints Process
We will use this process if:
- Your complaint is about a simple matter that can be resolved quickly.
- You contact us first instead of PRIMIS Mortgage Network.
We aim to resolve these complaints within three business days of receiving them. If you accept our proposed resolution, we will send you written confirmation.
If we cannot resolve your complaint within three working days or if you are not satisfied with our response, we will refer it to PRIMIS Mortgage Network for further review under the Formal Complaints Process.
Formal Complaints Process
Your complaint will be handled formally if:
- We cannot resolve it within three working days.
- It involves a complex issue requiring further investigation.
- You submit your complaint directly to PRIMIS.
- You request a formal process instead of a simplified one.
PRIMIS will acknowledge your complaint promptly and investigate it fairly. You will receive a written response within eight weeks.
If PRIMIS needs more time, they will update you on progress and provide details on how to escalate your complaint if needed.
Escalating to the Financial Ombudsman Service
If you are not satisfied with PRIMIS’ final response, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS) within six months.
Contact FOS:
By Phone:
0800 023 4567
By Email:
complaint.info@financial-ombudsman.org.uk
Online Submission:
Financial Ombudsman Service Website
Additional Support
We aim to make our complaints process accessible to all. If you need extra support due to personal circumstances, please let us know when submitting your complaint.
