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Complaint procedures

If you have a complaint about Vine Resources, our staff or consultants, please write to: 

Claire Sharp
Operations Director
Vine Resources Limited
3rd floor, News Building, 3 London Bridge Street,
London
​SE1 9SG
or email her at claire.sharp@vineresources.com 

We will send you a letter or email, acknowledging your complaint and confirming its receipt. You should expect to receive this confirmation within 7 working days of us receiving your complaint.

We will then record your complaint in our central register and start to investigate on your behalf. This is likely to involve the following steps:

  •  Examining your records to ascertain the sequence of relevant events
  •  Asking the member of staff with whom you dealt to provide a written response

A full response to your complaint will be drafted by Claire Sharp or the consultant who is dealing with your file. If appropriate, we may wish to discuss the events surrounding your complaint directly with you and, if appropriate, offer an apology. 

We aim to acknowledge, investigate and resolve all complaints within 21 working days of receipt.