Complaints Procedure

 At Verta Global, we’re committed to delivering an exceptional service for every client.
If something isn’t right, we want to hear from you so we can resolve the issue quickly and fairly. 

 You can contact us in the following ways:

• Email: complaints@vertaglobal.com
   
• Phone: 020 3051 9134
   
• Post: Complaints Department, Verta Global, Canary Wharf Cabot Square, London, E14 4QZ
   

Please include:

• Your name and business name (if applicable)
   
• Contact details
   
• What happened (dates, people involved, any documents)
   
• The outcome you’re seeking
   

• Acknowledgement: within 3 working days
   
• Investigation & Response: we aim to send a full written response within 10 working days of acknowledging your complaint. If it’s complex, we’ll keep you updated and resolve it within a maximum of 8 weeks from your initial complaint.
   
• Our Final Response will summarise our investigation, findings, and any actions or remedy.
   

If you remain dissatisfied, or we have not resolved your complaint within 8 weeks, you can refer it to our independent Alternative Dispute Resolution (ADR) provider. This is free for customers:

Dispute Resolution Ombudsman
Website: www.disputeresolutionombudsman.org
Phone: 0333 241 3209
Email: info@disputeresolutionombudsman.org