Last updated: 31/12/2025

Complaints Process

At VIS.finance™, we are committed to providing high-quality, ethical financial advice and outstanding client service.
If you are dissatisfied with any aspect of our service, please let us know — we take every concern seriously and aim to resolve issues promptly and fairly.

How to Make a Complaint

You can submit a complaint using the form on our
Contact page.
Please include your full name, contact details, a brief description of the issue, when it occurred, and what outcome you are seeking.

We will acknowledge your complaint within two working days and assign a complaint manager (case owner).
We will investigate the matter promptly and keep you updated as key steps are completed.

What Happens Next?

Your complaint will be reviewed in accordance with our internal complaints handling process.
We will consider all relevant information and provide a clear written outcome explaining our findings and any actions we will take to resolve the matter.

If You’re Not Satisfied

If you are not satisfied with our response or we cannot resolve your complaint, you can refer it to our approved dispute resolution provider —
the Insurance & Financial Services Ombudsman Scheme (IFSO).
This is a free, independent, and impartial service that helps consumers resolve complaints about financial advice and related services.

Please note: Before contacting the IFSO Scheme, you must first give us an opportunity to resolve your complaint directly.

Our Commitment

VIS.finance™ is a licensed Financial Advice Provider (Class 1, full licence, FSP1010421) under the Financial Markets Conduct Act 2013.
We comply with the Code of Professional Conduct for Financial Advice Services and all IFSO Scheme requirements
to ensure every client receives fair, respectful, and transparent treatment.