How to Complain
We aim to provide you with the highest standards of service, however there may be occasions when our service does not meet your expectations but telling us about it gives us a chance to fix things.
We want to:
Make it easy for you to raise your complaint
Listen to your complaint
Consider how you would like us to remedy your complaint
Make sure you are satisfied with how your complaint was handled.
Ensure lessons are learned, if possible, to minimise the chance of a complaint re-occurring
How to contact us
By email: complaints@veeward.com
By phone: 020 4570 0697
By post:
Complaints Department
Veeward Limited
Olivers Barn
Maldon Road
Witham
Essex CM8 3HY
What we need
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
Your full name
Your membership number
Your registered email address
A description of your complaint and how it’s affected you
When the issue happened
Your contact details and how you would like us to contact you
What to expect next
Acknowledgement
Our aim is to resolve your complaint as quickly as possible, but you will receive a response from us within 3 business days, so you know we have received your complaint. All comunications will be log against your member account to allow our team to access all details as we process your complaint.
15 business days
In the majority of cases, we will be able to resolve your complaint within 15 business days. If we have not resolved it within 15 business days, we will contact you to update you on the progress and tell you how much longer we anticipate it will take.
Up to 35 business days
We will continue to keep you informed in writing and let you know when you should expect to hear from us.
Although we have up to 35 business days, we will send you our final response as soon as we complete the investigation into your complaint.
In the unlikely event we have not been able to finalise our investigation by the end of 35 business days, we will send you a final response communication and advise what next steps you can take.
What if you are not happy with our response?
You can refer the Problem to the issuer of your card, IDT Financial Services Limited.
If you don’t agree with our response and you wish to take it further, in the first instance you should contact IDT Financial Services Limited Complaints Department by writing to complaints@idtfinance.com for further assistance.
If, having exhausted the above complaints process with IDT Financial Services Limited, you remain unhappy you may complain to the Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, email complaints@gfsc.gi, web www.fsc.gi. It is important to be aware that legally it is not the role of the Gibraltar Financial Services Commission to resolve complaints between you and IDT Financial Services Limited.
If you have not contacted IDT Financial Services Limited, the Gibraltar Financial Services Commission will ask you to contact them first to give IDT Financial Services a chance to put things right.
