Complaints Policy

VC INFO SOLUTIONS SERVICES LIMITED aims to provide a clear and professional process for handling complaints about its IT consultancy and digital solutions support.

We take concerns seriously and aim to handle them consistently, objectively and within a reasonable timeframe. Where a concern identifies a shortcoming in our service or communication, we will consider what action may be appropriate and proportionate.

Raising a complaint will not, by itself, affect a client’s right to receive fair consideration of their enquiry or the rights available to them under an applicable agreement or the law.

A complaint may concern matters such as:

• the handling of an IT consultancy enquiry or agreed engagement;
• communication about scope, delivery arrangements or project progress;
• the quality, completeness or accuracy of an agreed consultancy output;
• failure to follow an agreed process or material service term;
• the handling of a cancellation, payment query or refund request;
• the conduct or professionalism of a person acting on our behalf in connection with the service.

A request for general information, a routine project update or a request to change an agreed scope may not itself be a complaint. However, if you are dissatisfied with how such a matter has been handled, you may ask us to treat it as a complaint.

Please submit your complaint by email to enquiries@vcinfosolutions.services. You may also contact us by telephone if you need help identifying the appropriate channel, but we recommend putting the complaint in writing so that the details can be accurately recorded.

Please use the subject line “Complaint” where possible. If you have already discussed the issue with us, include any relevant correspondence or reference details to help us locate the matter.

To help us review your complaint, please provide as much of the following information as is reasonably available:

• your name and preferred contact details;
• your organisation’s name, if the complaint relates to a business engagement;
• the relevant enquiry, proposal or project reference, if available;
• a description of the issue and the dates or events involved;
• copies of relevant emails, agreed scope documents or deliverables;
• any steps already taken to resolve the matter;
• the outcome or resolution you would like us to consider.

If information is missing, we may contact you to request clarification. We will consider the information available and will not automatically disregard a complaint simply because every item listed above has not been provided.

We generally aim to follow these stages, adapting the process to the nature and complexity of the issue.

Where reasonably practicable, the complaint will be reviewed by someone who was not directly responsible for the matter being challenged. In a small organisation, this may not always be possible; we will still aim to consider the matter fairly and objectively.

We aim to acknowledge a written complaint within 3 working days of receipt and provide a substantive response within 10 working days where the matter is straightforward and sufficient information is available.

These are service targets rather than a guarantee that every complaint can be resolved within those periods. If the issue is complex, requires input from others or depends on information that has not yet been provided, we will aim to explain the reason for the delay and give an updated indication of when a response is expected.

For this policy, working days generally mean Monday to Friday, excluding public holidays in England. If a statutory deadline or a different binding contractual requirement applies, that requirement takes precedence.

After reviewing a complaint, we will explain our conclusion and the reasons for it to the extent appropriate. Depending on the circumstances, possible outcomes may include:

• clarifying information, advice or an earlier communication;
• correcting an identified error in an agreed deliverable, where appropriate and within the agreed scope;
• agreeing a practical next step or revised service arrangement;
• reviewing a charge or payment issue under the applicable terms;
• offering another reasonable remedy where justified by the circumstances.

The available outcome will depend on the facts, the scope of the engagement, the relevant agreement and applicable law. A complaint does not automatically entitle a client to a refund, additional work or compensation; equally, nothing in this policy limits an entitlement that arises under applicable law.

If you are dissatisfied with our response, please reply to the complaint correspondence and explain which part of the outcome you would like us to reconsider. Include any further information that you believe is relevant.

Where reasonably practicable, we will arrange a further review by a person who was not directly involved in the original decision. We will then explain whether the original outcome is upheld, changed or supplemented.

If the matter remains unresolved, you may wish to seek independent advice or consider any dispute resolution or legal options available to you. Any external escalation route will depend on the nature of the complaint and whether a relevant scheme or authority has jurisdiction.

Nothing in this policy prevents you from exercising applicable statutory rights or seeking assistance from a competent authority where appropriate.

We will use information submitted with a complaint to understand, assess and respond to the matter, maintain relevant records and take appropriate follow-up action.

Access to complaint information will be limited as appropriate to handling the matter and meeting relevant business or legal requirements. Information may be shared where reasonably necessary with relevant advisers or service providers, or where disclosure is required or permitted by law.

Complaint records will be retained for a period appropriate to the nature of the matter, applicable legal obligations and legitimate record-keeping needs. Further information about the handling of personal data is available in our Privacy Policy.

Please use the following details to submit a complaint or ask a question about this policy.