Very complaint- HELP please

user1977

mrsmarried said:

I am still surprised they are able to get away with not having a way to complain formally. 

Why? There's no general obligation on businesses to have any sort of "complaints" process, whether formal or not. If you want to enforce rights against them, ultimately you take them to court. 

JJ_Egan

Multiple i ordered just a few days before Christmas posts on here over the years , where parcels/ products are lost / delayed .

born_again

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

As they are Registered number: 4660974. Authorised and regulated by the Financial Conduct Authority. Then they do have to log complaints if you took out finance. 

No doubt like many other companies many staff are not working over the holiday period either due to sickness (self isolation) or holidays.

But end of the day if it was not delivered 23 Dec, then there was only 1 day before Christmas to deliver. Thankfully you still had the old fridge to use.

mrsmarried

Penguin_ said:

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

But they do have a complaints process... 

This link did not work for me. Thank you though. 

mrsmarried

user1977 said:

mrsmarried said:

I am still surprised they are able to get away with not having a way to complain formally. 

Why? There's no general obligation on businesses to have any sort of "complaints" process, whether formal or not. If you want to enforce rights against them, ultimately you take them to court. 

They do have a complaints process- it is just that we have not been able to access it due to being 'blocked' from going further or being told we had to wait for contact on their side which was promised on several occasions but did not occur.

Please do not offer incorrect advice. 

mrsmarried

JJ_Egan said:

Multiple i ordered just a few days before Christmas posts on here over the years , where parcels/ products are lost / delayed .

Agreed- especially with larger items. Very contacted us today and said our complaint has supported another investigation into missing items through ArrowXL.

mrsmarried

born_again said:

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

As they are Registered number: 4660974. Authorised and regulated by the Financial Conduct Authority. Then they do have to log complaints if you took out finance. 

No doubt like many other companies many staff are not working over the holiday period either due to sickness (self isolation) or holidays.

But end of the day if it was not delivered 23 Dec, then there was only 1 day before Christmas to deliver. Thankfully you still had the old fridge to use.

The most useful comment. Thank you. 

elsien

mrsmarried said:

Penguin_ said:

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

But they do have a complaints process... 

This link did not work for me. Thank you though. 

complaint?

If you have a complaint we'd like to hear from you, please write to us at:

Complaints Resolution
Capital One 
PO Box 5281 
Nottingham 
NG2 3HX

To make sure we have all the information to investigate your complaint please send us:

Your name and address
Your account number
Details of your concern or complaint
A daytime telephone number where we can contact you

What will happen next?

We will aim to deal with your complaint quickly. We will aim to acknowledge your complaint promptly. Within 4 weeks we'll get back to you with either the result of our investigations or will let you know what stage our investigations have reached. 
Within 8 weeks we will write you with our 'Final Response', if your complaint has not been resolved by this time we will explain why and may ask you for more time to complete our investigations.

What if I'm not happy with the outcome?

If you don't agree with our final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of our final response. The FOS exists to mediate in disputes between consumers and financial services companies. It is a free service to consumers and their findings are binding on financial services companies. The FOS will not be able to take up a complaint until we have issued our 'Final Response'.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk

visidigi

Its actually under this area..

https://www.very.co.uk/help/en/online-help-system.page

We’re really sorry that you are not happy with our service. If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right;

• Call our Customer Care Team, click here for details.
• Or you can write to us at:
  Very
  Customer Excellence
  Sandringham House
  Sandringham Avenue
  Chelmsford,
  CM92 1LH

Our Customer Care team is available to support you. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.

To view our Published Complaint Report, please click on the attachment: Published Complaints Report

To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure

Please see below link to the European Commission's Online Dispute Resolution Platform - https://ec.europa.eu/consumers/odr/

razord

elsien said:

mrsmarried said:

Penguin_ said:

mrsmarried said:

Not much to do then. Thanks anyway.

I am still surprised they are able to get away with not having a way to complain formally. 
 

But they do have a complaints process... 

This link did not work for me. Thank you though. 

complaint?

If you have a complaint we'd like to hear from you, please write to us at:

Complaints Resolution
Capital One 
PO Box 5281 
Nottingham 
NG2 3HX

To make sure we have all the information to investigate your complaint please send us:

Your name and address
Your account number
Details of your concern or complaint
A daytime telephone number where we can contact you

What will happen next?

We will aim to deal with your complaint quickly. We will aim to acknowledge your complaint promptly. Within 4 weeks we'll get back to you with either the result of our investigations or will let you know what stage our investigations have reached. 
Within 8 weeks we will write you with our 'Final Response', if your complaint has not been resolved by this time we will explain why and may ask you for more time to complete our investigations.

What if I'm not happy with the outcome?

If you don't agree with our final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of our final response. The FOS exists to mediate in disputes between consumers and financial services companies. It is a free service to consumers and their findings are binding on financial services companies. The FOS will not be able to take up a complaint until we have issued our 'Final Response'.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk

That's for the Very Credit Card, operated by Capital One. Not for normal purchase complaints.