COMPLAINTS POLICY

This Complaints Policy outlines the procedures for raising and resolving complaints relating to the services, conduct, or platform operations of The Sourcing Vault Limited (“we”, “us”, or “our”), a company registered in England and Wales under company number 16443781, with its registered office at 167–169 Great Portland Street, 5th Floor, London, England, W1W 5PF. This policy applies to all Vault Members (licensees), investors, and users of our website and software platform.

1. Definition of a Complaint

A complaint is a formal expression of dissatisfaction with any aspect of our service, platform operation, conduct of a Vault Member, or interaction involving our business. General feedback, support queries, or requests for clarification do not constitute a complaint and will be handled under our standard support procedures.

2. How to Make a Complaint

Complaints must be submitted in writing via email to [email protected] with the subject line "complaint".We do not accept complaints via WhatsApp, social media, telephone, or web forms.

3. Internal Handling Procedure

All complaints are reviewed by the Team Manager or an appropriate senior officer. We aim to acknowledge receipt of all complaints within two working days and to provide a full written response within ten working days. If an extension is necessary, we will notify you in writing. Submission of a complaint does not imply an admission of fault or liability by The Sourcing Vault Limited.

4. PRS Escalation

If your complaint relates to a property sourcing activity undertaken by a Vault Member and you are not satisfied with our response, you may have the right to escalate your complaint to the Property Redress Scheme (PRS), provided the matter falls within its scope. We will cooperate with any PRS investigation as required.

5. Liability and Due Diligence

The Sourcing Vault Limited is a software provider. We do not act as an agent, introducer, or adviser. All property listings and content submitted by Vault Members are the responsibility of the Vault Member. We do not verify or guarantee the accuracy of listings. Investors are strongly advised to carry out their own due diligence before entering into any agreement, transaction, or financial commitment. We accept no liability for loss, misrepresentation, or dissatisfaction arising from a property deal, introduction, or any outcome beyond our software platform’s function.

6. Review and Amendments

We reserve the right to update this Complaints Policy at any time. The most current version will always be available on our website.

7. Contact

All complaints and correspondence under this policy must be directed to:

The Team Manager

The Sourcing Vault Limited

Email: [email protected]


The Sourcing Vault Limited is a UK-registered company (Company No. 16443781). We provide software services only and do not act as a financial adviser, agent, or introducer. All property listings are uploaded by independent Vault Members (licensees) who are responsible for the accuracy and legality of their content. Investors must carry out their own due diligence before proceeding with any transaction. Use of this site constitutes acceptance of our Privacy Policy, Terms and Conditions, and Complaints Policy.