support@vuhub.co.uk
+44 7478 036580
Complaints Procedure
At Vertical Utility Hub Ltd, we are committed to providing professional ecommerce consultancy and support services of the highest standard.
This Complaints Procedure explains how you can make a complaint, how we will investigate your concerns, and the steps we will take to resolve matters fairly, consistently, and promptly. We aim to deal with every concern professionally, objectively, and with respect.
Our Professional Commitment
We believe that resolving concerns effectively helps us maintain strong and trusted relationships with our clients.
Impartial Treatment
We are committed to treating every complaint fairly and objectively without bias, ensuring all points are fully analyzed.
Prompt Action
Our systems are set up to respond promptly and professionally, avoiding unnecessary administrative delays.
Thorough Review
We run exhaustive internal audits on project variables and communications to locate the exact source of error.
Clear Dialogue
We maintain clear, open communication channels throughout the investigations, keeping you updated at every step.
Continuous Learning
We actively use negative feedback to upgrade our internal systems, advisory procedures, and overall service delivery.
Strict Confidentiality
All complaint files are held under restricted access controls, in strict accordance with our Privacy Policy rules.
How to Submit Your Complaint
To help us investigate your concerns efficiently, you can register your case through formal channels.
1. By Email
Please transmit all complaint details directly to our monitoring email inbox:
support@vuhub.co.uk
2. By Post
Please post your written statement directly to our corporate headquarters:
Vertical Utility Hub Ltd
23 Princethorpe Road
Birmingham, England
B29 5PU, United Kingdom
Information We Require From You
To assist us in investigating your concerns quickly and thoroughly, please ensure your submission contains:
The Complaints Lifecycle
All client complaints undergo an organized, step-by-step review process.
Receipt & Log
We formally log your complaint upon arrival. Our team aims to acknowledge receipt in writing within 2 working days.
Audit & Check
We review related project briefs, support logs, external documentation, and communication archives with utmost objectivity.
Resolving Case
We aim to send a full written response with findings and proposed resolutions within 10 working days.
Escalation
Unresolved matters can be escalated for a final internal review by a senior director who was not involved in the initial process.
Professional Conduct & Regulatory Status
Conduct Policy
We are committed to treating every client with courtesy, fairness, and respect. We respectfully ask that anyone contacting our business does the same.
Vertical Utility Hub Ltd reserves the right to end or limit communications where behaviour becomes:
• Abusive or aggressive
• Threatening or harassing
• Discriminatory or highly offensive
• Repeatedly unreasonable or vexatious
This communication restriction will not prevent or delay our legal commitment to considering genuine complaints.
Regulatory Status
No Financial Conduct Authority Jurisdiction:
Vertical Utility Hub Ltd operates exclusively as an ecommerce consultancy and operational support business. We do not offer investment advice, credit agreements, or run payment-institution portals.
No FCA Scope:
Because we are not authorized or regulated by the Financial Conduct Authority (FCA), complaints relating to our business are handled directly and resolved internally under this Complaints Procedure.
Submit a Feedback Inquiry
If you wish to submit a formal complaint or have questions regarding this policy, please reach out to our team using the resources below.
Corporate Information
Dedicated Email Address
We analyze all inbound cases within our standard timeline. Please email us directly to initiate a review.
"Vertical Utility Hub Ltd is committed to resolving complaints fairly, promptly, and professionally. We appreciate all feedback and continually use it to improve our services, strengthen our processes, and maintain the high standards of professionalism our clients expect."