Our aim is to provide you with a seamless and fair service, but we understand that on occasion, things can go wrong. If you are not happy and feel the need to raise a concern, or make a complaint, please contact us as follows:  


Phone:  0333 090 3069

Post:  Complaints, Vision Funding Ltd, Suite 4, 20 Churchill Square, Kings Hill, West Malling, Kent ME19 4YU

To help us resolve your complaint as quickly as possible, please provide the following information:

  • Personal details. Your name, email address, and a phone number that we can contact you on during our opening hours
  • A description of your concern, including whether a third party is involved in the complaint such as the company that supplied your vehicle, or your finance lender
  • Provide us with any evidence that you may have
  • How you would like us to put things right

When dealing with complaints, we’ll consider all the available evidence including the individual circumstances of your complaint.

We’ll also consider any guidance published by the Financial Ombudsman Service (FOS) as well as any relevant laws or regulation.

How will we resolve your complaint?

We will try our best to resolve any concerns or complaints within 3 working days, and if this is done we will issue you with a Summary Resolution Letter acknowledging your complaint and details on how we have resolved it. We will also provide details of your right to refer the complaint to the FOS who can be contacted should you be dissatisfied with the resolution that has been offered.

Upon receiving your complaint, should we decide that we will not be able to resolve it as detailed above, we will acknowledge receipt within 3 working days and send you a written or electronic communication to inform you of how we plan to investigate your complaint.

During our investigation, we may need to obtain further information from you, or any third party involved in the complaint. To deal with your complaint as thoroughly and quickly as possible, we ask that you assist us when requested. Your prompt attention during this time would be really appreciated.

We will keep in touch regularly whilst looking into your complaint and will be happy to answer any queries you may have about how we are progressing.

If your complaint hasn’t been resolved within 8 weeks, we’ll sent you written or electronic communication with either our Final Response or to explain why we have not been able to complete our investigation.

If we haven’t been able to finalise our investigation within 8 weeks, we’ll also give you an indication of when we expect to provide you with our Final Response. With this, you will also receive a link to Financial Ombudsman Service (FOS). This link will provide information of the service that they provide and how to refer your complaint to them. You will not be able to refer your complaint to the FOS if you have not contacted us to try and resolve your complaint first.

Financial Ombudsman Service Contact details



Phone: 0800 023 4567

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR

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