How To Submit A Complaint
We take great strides to ensure we offer high-quality goods and leading customer care. It is important, however, in the rare cases things do not go according to plan, you can easily address and raise any concerns or complaints with us.
The following information explains how you can raise a complaint and how we will deal with them. Initially, you should report any issue or concern with any aspect of your product or service from us as soon as possible. For this, you have a few options:
Email: customerservices@vidalux.co.uk
Contact Form: https://vidalux.co.uk/contact-us/
Phone: 01524 489939
Further, you can opt to submit a complaint in writing at the following address:
Vidalux, Unit 2 Heysham Business Park, Stalls Road, Heysham, Lancashire, LA3 3PP
Please ensure you have the following details on hand and include them with your complaint:
- Your full name and name on the order if different
- Your contact details (telephone and email)
- Any relevant order numbers
- Any relevant dates and times issues were noted, service or correspondence took place
- A summary of the concern or issues you have experienced with our goods or services
- Any supporting evidence. Example: Images, 3rd party documents or commentary
V12 Finance Agreements
If you are dissatisfied with our response as your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.
