Customer care
Complaints procedure
Tell us if something has gone wrong with Vettsafe. We take complaints seriously and will investigate fairly.
1. Tell us what happened
Use the form below or email contact@vettsafe.com with “Complaint” in the subject. Include your name, contact details, what went wrong and the outcome you would like. Add your account, payment or check reference if you have one. Making a complaint is free.
You can also write to KM GLOBAL CAPITAL LTD, First Floor, Swan Buildings, 20 Swan Street, Manchester M4 5JW.
2. Acknowledgement and investigation
We will acknowledge your complaint by email and confirm who is handling it. We will review the relevant account, payment and service records, ask for any further information needed and keep you informed if the investigation takes longer than expected. Where possible, someone not directly involved in the issue will review it.
3. Written outcome
We will send you a written response explaining our findings, the reasons for our decision and any action we propose to put things right. Any refund or other remedy will be considered against your agreement and applicable rights; submitting a complaint does not guarantee a refund.
4. If you remain unhappy
Reply to our response and ask for a director’s review, explaining which points remain unresolved. We will review these and send a further written response. This process does not limit your statutory rights or your ability to seek independent advice. Vettsafe is a software provider: complaints about a lender’s lending decision or another firm’s conduct should be raised with that firm.
Complaint information is used to investigate and respond, with access restricted to those who need it. See our Privacy Policy. Please do not include passwords, full card numbers or unnecessary sensitive personal information.