Complaints procedure

How to raise a complaint with True Vestoworthen, what happens next, and the route to take if you are not satisfied with our answer.

Introduction and our commitment

This page explains the process for making a complaint about True Vestoworthen, its platform, its staff or a decision affecting your account. A complaint is any expression of dissatisfaction, however framed; you do not need legal language, a reference number or a first attempt through ordinary support, although raising it with support first often resolves simple matters the same day.

Our commitment is straightforward: every complaint is acknowledged, investigated by someone who was not involved in the events, answered in writing, and recorded. Complaints also feed improvements; recurring themes are reviewed quarterly and changed where a fix is possible.

The process, step by step

Step 1, submission. Send your complaint to [email protected] with the word complaint in the subject line, or hand it to your personal manager, who must log it the same day. Step 2, acknowledgement. Within two business days you receive written confirmation that the complaint is open, the name of the person handling it, and the reference to quote in any further messages.

Step 3, investigation. The handler gathers the facts, reads the audit history and payment records, and speaks to anyone involved. You may be asked for additional information; asking is not resistance, it is accuracy. Step 4, the final response. Within the timelines below you receive a written answer: what we found, what we concluded, and what we propose to do, whether that is a correction, compensation where we got something wrong, or an explanation of why the position stands.

What to include, and what not to send

Help your complaint travel fast by including: your full name and the email address on the account, the dates of the events, what happened in your own words, what outcome you consider fair, and any documents that support the account, such as screenshots or bank records. Attachments are read; accounts of conversations are checked against call and audit records.

Please do not send full card numbers, passwords, one-time codes or copies of documents that show more identity detail than the complaint needs; email is not a verification channel, and a complaint is never a reason to lower your guard against impersonation. Details already held on your account do not need to be re-sent at all.

Timelines

Acknowledgement: within two business days of receipt. Substantive final response: within fifteen business days of receipt in almost all cases. If the matter is genuinely complex, you will be told before the fifteenth day, given the reason, and given a revised date, which will not exceed the maximum period permitted under applicable United Kingdom complaint-handling requirements.

Where a complaint concerns a payment, we do not wait for the paperwork to settle before checking whether funds can be traced or recovered while the investigation continues. Silence past a stated date should be chased; the reference number is all support needs to find the file.

If you are not satisfied: escalation

If the final response does not resolve the matter, or the timeline above has passed without one, you may ask for the complaint to be reviewed at a senior level within the company. Write to the same address within a reasonable period of the final response, quoting the reference, and a senior reviewer not previously involved will re-examine the file and reply in writing.

If the internal process is exhausted and you remain dissatisfied, you may consider the complaint routes available in the United Kingdom for financial services disputes, including, where applicable to your situation, the Financial Ombudsman Service; eligibility rules and time limits apply, and details can be found from official sources. We do not link to external organisations from this page, and taking a dispute further never affects the legal rights you already have.

Our commitments to you

Transparency: you are told who is handling the complaint and what stage it is at. Objectivity: handlers are independent of the events complained about. Confidentiality: the content of a complaint is shared only with those who need it to investigate. Communication: updates at the milestones described, in plain English. Fairness: outcomes are proportionate to what the facts support, and a complaint is never a reason to treat an account worse. Learning: themes are reviewed and acted on.

How to contact us

Complaints and questions about the process: [email protected], for the attention of the Client Support & Compliance team, Monday to Friday, 9:00–17:30 GMT. Written correspondence: London, United Kingdom. Replies to complaints arrive by email in writing, because a written answer is the record both sides rely on.

For the rules governing withdrawals, see Withdrawal policy; for disputes about fees, the tables on the Fees and pricing page are the reference point; for suspected misuse of our name, use the Fraud warning page so the matter reaches the right team immediately.