At Vidian Capital, we are committed to delivering a professional, transparent, and client-focused service. We value your feedback and take every complaint seriously, using it as an opportunity to improve our services and ensure the highest standards of customer care.

1. Our Commitment

Our goal is to provide every client with honest advice, exceptional service, and a smooth property investment experience. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate the matter promptly and fairly.

2. How to Make a Complaint

If you wish to submit a complaint, please contact us in writing via email.

Email: info@vidiancapital.com

To help us investigate your complaint efficiently, please include:

• Your full name and contact details

• A clear description of your complaint

• Relevant dates and property details (if applicable)

• Copies of any supporting documents or correspondence

• The outcome you are seeking

Providing complete information will allow us to resolve your complaint as quickly as possible.

3. Our Complaints Process

Step 1 – Acknowledgement

Once we receive your complaint, we will acknowledge it within 3 working days and confirm that an investigation has begun.

Step 2 – Investigation

Our team will carefully review the information provided, gather any additional evidence where necessary, and conduct a fair and impartial investigation. We aim to complete this process within 15 working days.

Step 3 – Final Response

After completing our investigation, we will provide a written final response outlining our findings, any actions taken, and our proposed resolution. We aim to issue this response within 15 working days wherever possible.

4. Escalating Your Complaint

If you remain dissatisfied with our final response, or if eight weeks have passed since your complaint was first submitted without a resolution, you may refer your complaint to the Property Redress Scheme (PRS) for an independent review.

PRS Member: Vidian Capital Ltd

Membership Number: PRS058631

Complaints referred to the Property Redress Scheme should normally be submitted within 12 months of receiving our final response.

5. Scope of This Procedure

This complaints procedure applies to services provided by Vidian Capital.

• Complaints relating to UK property transactions may fall within the jurisdiction of the Property Redress Scheme (PRS).

• Complaints relating to overseas investments, including Dubai property transactions, may be subject to the relevant developer agreements, local regulations, or legal frameworks within the applicable jurisdiction.

6. Contact Information

Vidian Capital Ltd

Company Number: 16795108

Email: info@vidiancapital.com

We are committed to resolving concerns fairly, professionally, and as quickly as possible while maintaining the highest standards of customer service and transparency.