Last updated: 12 July 2026

If we have got something wrong, we would rather hear it from you than not hear it at all. This page tells you exactly what will happen when you complain.

1. How to complain

Email complaints@vaulex.co.uk, or write to us at:

Complaints, Vaulex Group Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

Tell us your name, the email address on your account, what went wrong, and what you would like us to do about it.

2. What happens next

• Within 3 working days — we acknowledge your complaint and give you a reference.
• Within 10 working days — we aim to give you a full response.
• If it is complicated and we need longer, we will tell you why and give you a realistic date. We will not simply go quiet on you.

3. If you are still not happy

Ask for the complaint to be reviewed by a director. We will look at it again with fresh eyes and give you a final written response.

4. Escalating outside Vaulex

• Data protection matters — the Information Commissioner's Office: ico.org.uk, or 0303 123 1113.
• Consumer matters — Citizens Advice consumer helpline on 0808 223 1133.

5. How we use complaints

We log every complaint and review them regularly. If several people report the same thing, we fix the thing rather than the individual complaint.