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Legal

Complaints Procedure

How to raise a concern, what happens next and where to go if we can’t resolve it.

Last updated: 9 November 2026

How to complain

If something has gone wrong, please tell us. Email hello@vantorel.org with the subject “Complaint”, or write to Vantorel LTD, 13 Kirkbrae, Galashiels, Scottish Borders, Scotland, TD1 1NQ. Please include your name, the service or project concerned, what happened and what you would like us to do.

What happens next

  1. Acknowledgement. We confirm that we have received your complaint within 2 working days and tell you who is handling it.
  2. Investigation. Someone who was not directly responsible for the issue, wherever possible, reviews what happened.
  3. Response. We aim to send a full written response within 10 working days. If we need longer, we will tell you why and when to expect it.
  4. Review. If you are not satisfied, you can ask a company director to review the outcome. We aim to complete this within 10 working days.

If we can’t resolve your complaint

We are not currently a member of an alternative dispute resolution scheme. If you are a consumer, you can get free advice from Advice Direct Scotland in Scotland, or Citizens Advice elsewhere in the UK. Smaller claims in Scotland can be brought through the simple procedure in the sheriff court.

Complaints about personal data

Please contact us first. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.