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At Vuelo, every customer is valued, and we firmly believe in providing you with fair, prompt, and courteous service at all times.
Since we offer a range of products, our complaints handling procedure involves distinct appeals processes based on the specific product you have chosen.
The following pages detail the step-by-step process we will follow to address your complaint, depending on the Vuelo product you have selected.
If your complaint relates to Vuelo's Interest Free instalment products
Vuelo Complaints Procedure:
We will promptly acknowledge your complaint.
Upon receiving your complaint, we will conduct an investigation and aim to provide you with a final response within 4 weeks. If, for any reason, we are unable to meet this timeline, we will send you an update.
In case we are unable to provide a final response within 4 weeks, we will make all efforts to send you a final response within 8 weeks of receiving your complaint. If there is any delay beyond this period, we will inform you of the reason and advise you on when you can expect the final response.
If you remain dissatisfied with the final response received, or if 8 weeks have elapsed without a final response, you have the option to escalate your complaint to Vuelo's Complaints Adjudicator for an impartial review.
To refer your complaint to the Complaints Adjudicator, please use the form provided alongside the final response or the corresponding correspondence if 8 weeks have passed without a resolution.
Please ensure that you submit your complaint to Vuelo's Complaints Adjudicator within 6 months of receiving the final response.
If your complaint relates to a Regulated Finance agreement (typically these are interest bearing agreements with a repayment term of up to 12 months)
Vuelo Complaints Procedure:
We will promptly acknowledge your complaint.
Upon receiving your complaint, we will investigate and aim to provide a final response within 4 weeks. If we need more time, we will send you an update.
Our goal is to send you a final response within 8 weeks of receiving your complaint. If we need more time, we will explain the delay and inform you of when to expect the final response.
If you are dissatisfied with the final response or more than 8 weeks have passed without a resolution, you have the option to contact the Financial Ombudsman Service via the contact details set out below:
Address : Exchange Tower, Harbour Exchange Square, London E14 9SR
Tel : 0800 023 4567
Email complaint.info@financial-ombudsman.org.uk
Website : https://www.financial-ombudsman.org.uk/
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response.
Please note that complaints about certain Financing products (Unregulated Agreements) may not fall under the jurisdiction of the Financial Ombudsman Service due to the nature of these products. Consequently, if you remain dissatisfied with how we have handled your complaint related to such a Financing product, the Financial Ombudsman Service may not be able to consider your complaint.
If your complaint falls under this category, we will refer you to the applicable section of this document, where you will find the steps that we will follow to handle your complaint accordingly.
Vuelo is a trading name of LV 001 Limited, registered office: 222 Regent Street London, W1B 5TR, United Kingdom. Registered in England and Wales No. 14645298.
support@getvuelo.com / Tel: (+44) 020 4587 9437 / www.getvuelo.com