Making a complaint

We understand that things don’t always go to plan, and if this happens, we want you to tell us. We’ll do our very best to put things right, as quickly as possible.

How to make a complaint

The best way to reach us is by getting in touch directly—we’re always happy to hear from you. Our team will do everything we can to help you straight away. And if we can’t resolve things immediately, please know we’ll keep working behind the scenes to find the right solution for you as quickly as possible. You’re in good hands.

Step one – contact us

For Applications: If you're applying for a new mortgage, please speak with your own mortgage adviser first before contacting the V-Hub team — they'll be happy to help once you've had that initial conversation.

V-Hub: 03300 246 246

Email: complaints@vidahomeloans.co.uk

By post: Vida Homeloans, 1 Battle Bridge Lane, London, SE1 2HP

For existing customers, please contact our Customer Services Team

Telephone: 0344 892 0155

Monday to Friday: 8am - 8pm Saturday: 9am - 1pm

If you are calling from overseas, please dial 0044344 8920155 or 00441756 776385

By post: Vida Homeloans, Second Floor, 1 Belle Vue Square , Broughton Road , Skipton, North Yorkshire, BD23 1FJ.

By Secure Message using the Online Portal (not currently available for limited company customers) :

Please log into your online account

Step two – when you will hear back from us?

We hope to resolve issues as soon as we know about them. However, if you feel we haven’t achieved this, we have clear and simple procedures in place to make sure we handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don’t make similar mistakes again.

We will fully investigate every complaint about our services. Even if your complaint relates to a particular policy decision and we are not necessarily able to change things, we will explain it to you.

If we have been able to resolve your complaint by the end of the third business day after we’ve received your complaint, we will send you a letter known as a summary resolution communication. If we have been unable to do that by the end of the third business day after we've received your complaint, we'll write to you. We'll do this within five business days to acknowledge your complaint and tell you who is dealing with it.

We will then keep you up to date while we are investigating your complaint, until we provide you with a Final Response Letter, as part of our procedure. In most cases reaching this stage, we will be able to resolve your complaint within eight weeks of receiving it.

Step three - if we haven’t been able to resolve your complaint

We hope it never comes to this but if after receiving our final response you’re still unhappy with the outcome of your complaint, you may be eligible to refer to the Financial Ombudsman Service who provides a free, independent service for customers to resolve disputes with financial firms. The Financial Ombudsman Service will not deal with your case unless you have first given us the chance to assess your complaint and issue our final response to you. 

You will also receive a copy of the Financial Ombudsman Service consumer leaflet when we respond to your complaint which outlines the steps you can take if you are not happy with our final response. The Financial Ombudsman Service can be contacted at:

Financial Ombudsman Services,
Exchange Tower,
London,
E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123 if calling from a mobile.