Complaints procedure
We take every complaint seriously and use them to improve. Here is exactly what happens when you raise one.
Last updated 1 September 2026
1. How to complain
Please contact us by email at complaints@vatrecovery.co.uk, by telephone on 020 3987 4410, or in writing to Complaints, VAT Recovery Ltd, 3rd Floor, Devonshire House, 1 Mayfair Place, London, W1J 8AJ, United Kingdom.
To help us investigate quickly, please include your company name and registration number, the name of the person you dealt with, what happened, and what you would like us to do.
2. What happens next
- We acknowledge your complaint in writing within five working days.
- A senior member of staff not directly involved in the matter reviews the file and any correspondence.
- We send a full written response within 20 working days. If the matter is complex and we need longer, we will tell you why and give a revised date, which will not exceed eight weeks.
3. If you are still dissatisfied
You may ask a director to review the outcome within 20 working days of our final response. As we are not authorised by the Financial Conduct Authority, complaints about our services are not eligible for the Financial Ombudsman Service. You retain the right to seek independent legal advice, to pursue mediation, or to bring a claim in the courts of England and Wales.
Complaints about the handling of your personal data can also be raised with the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Complaints about the tax treatment of a claim should be raised with HM Revenue & Customs directly.
4. Our records
We keep a central record of all complaints and their outcomes for six years, and review them regularly so we can put things right and prevent repeat issues.