At Virtu our goal is to satisfy our customers every time but we realise that sometimes things can go wrong and we welcome complaints as an opportunity to improve. We aim to deal with our customer’s complaints efficiently and with empathy, and complaints handling forms part of our overall approach to treating our customers fairly. We will record and analyse your comments to make sure we continually improve the services we offer.



How to make a complaint:


If you wish to complain about the service we have provided, or failed to provide, please contact us by:-

Writing to: Vitru, Locke King House, 2 Balfour, Road, Weybridge KT13 8HD

Telephone: 01932 349732



Our complaint handling procedure


We aim to resolve your concerns, wherever possible, by close of business within 3 working days. If this is not possible, we will acknowledge your complaint in writing no later than 5 working days after receipt.


  • If your complaint concerns the provision of, or failure to provide a service by another firm, such as a loss adjuster or insurer, we will promptly pass on your complaint in writing to the firm concerned. In these instances, we will provide you with the full contact details of the other firm, and if the other firm is solely responsible, will issue our final response.
  • We will notify you of the person managing your complaint
  • We will endeavour to resolve your complaint as soon as we possibly can and issue a written response to you within 28 days.
  • If it is not possible for any reason to respond within 28 days, we will write to you to explain why we have not been able to settle the matter quickly. We will also let you know when we will contact you again.
  • If you are not happy with our final decision you may be able to pass your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organisation and will review your case.
  • A copy of the FOS explanatory booklet will be provided to you with our final response letter where applicable.



The Financial Ombudsman Service can be contacted by:


Writing to: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR

Telephone: 0300 1239123

Website: (an online complaints form is available for completion)