Complaints Policy
Last updated: 29/06/2026
Vaulex Group Ltd (“Vaulex”, “we”, “us”) is committed to providing a high standard of service. If something has gone wrong, we want to hear about it so we can put it right.
1. What this policy covers
Vaulex is an introducer for YouLend Limited; we are not a lender. This policy covers complaints about our introduction service — our website, our communications, or how we have handled your enquiry or your data. Complaints about the funding itself, a funding decision, or a YouLend Financing Agreement are handled by YouLend, and we will pass those on to YouLend on your behalf (see section 5).
2. How to make a complaint
Please contact us using any of the following, with as much detail as you can:
- Email: complaints@vaulex.co.uk
- Post: Complaints, Vaulex Group Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
To help us investigate quickly, please include your name, the best way to contact you, your business name and application reference (for example, VX-FIN-12345 if you have one), and a clear description of what went wrong and how you would like it resolved.
3. What happens next
- We will acknowledge your complaint within three (3) business days of receiving it.
- We will investigate fairly and may contact you for more information.
- We aim to send you a full written response as quickly as possible, and in any event within eight (8) weeks of receiving your complaint. If we need longer, we will explain why and tell you when you can expect a response.
4. Keeping you informed
We keep a record of every complaint we receive, our investigation and the outcome, so we can resolve issues consistently and learn from them.
5. Complaints about your funding
If your complaint relates to the funding provided by YouLend, the decision on your application, or your YouLend Financing Agreement, we will refer it to YouLend, who will respond to you directly under their own complaints process. You can also contact YouLend directly at youlend.com.
6. If you are still not satisfied
If you are not happy with our final response, please let us know and we will review the matter again. Where you have a right to refer your complaint to an alternative dispute resolution body or ombudsman service, we will tell you how to do so in our final response.
7. Contact
Vaulex Group Ltd, Company No. 17004770. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Email: clientsupport@vaulex.co.uk.
Fill in every highlighted placeholder before publishing. The 8-week target is good practice; keep an internal complaints log as required by your reseller agreement with YouLend.