Complaints Policy | The VA Village
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COMPLAINTS POLICY​

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Felix Felicis Ltd trading as The VA Village
Effective from: 3 December 2025
Review date: Reviewed annually or when material changes occur

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1. Our Commitment
At The VA Village, we aim to deliver a high standard of service to all members and clients. We welcome feedback, including complaints, and treat them as an opportunity to listen, learn and improve.

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2. Who Can Complain?
This policy applies to any individual or business who has paid for a service from The VA Village.

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3. What Is a Complaint?
A complaint is any expression of dissatisfaction about:

  • The service received from The VA Village

  • Something we did or failed to do

  • The conduct of someone acting on behalf of The VA Village

 

4. How to Make a Complaint
We encourage you to raise concerns informally first as many issues can be resolved quickly.
If you would like to make a formal complaint, please contact us within 90 days of the issue arising using one of the following methods:

Email: info@cozandco.com
Post: Felix Felicis Ltd, The VA Village, 76 Church Street, Lancaster, England, LA1 1ET

To help us resolve the issue promptly, please include:

  • A clear description of your concern

  • Dates, names and any relevant evidence

  • Your contact details

  • The resolution you are seeking

 

5. What Happens Next?

Step 1 – Acknowledgement
We will acknowledge your complaint within 5 working days.

Step 2 – Investigation
We will investigate the issue and may contact you for further information.

Step 3 – Response
You will receive a full response within 14 working days. If we need more time, we will keep you informed.

Step 4 – Internal Review
If you are not satisfied with the outcome, you may request an internal review. The outcome of this review will be final.

 

6. Confidentiality
Your complaint will be handled confidentially and in accordance with our Privacy Policy. We will not share your information unless legally required to do so.

 

7. Record Keeping
We log all complaints and keep records for 12 months to monitor issues and improve service delivery.

 

8. Related Policies
This policy should be read alongside our Terms & Conditions and Privacy Policy.

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