The Sourcing Vault Limited

Company No. 16443781  |  Last Updated: March 2026

1. Purpose and Scope

The Sourcing Vault Limited ("TSV", "we", "us", "our") is committed to providing a fair, transparent, and responsive service to all users of our platform. This includes Deal Sourcers (Vault Members), Investors, and any other party engaging with our services.

This Complaints Policy sets out how to raise a complaint, how we will handle it, and what escalation options are available to you. It applies to all complaints relating to TSV's platform operations, services, conduct, and any matters involving Deal Sourcers operating on our platform.

This policy does not affect your statutory rights, including your right to seek legal redress through the courts of England and Wales.

2. What Constitutes a Complaint

A complaint is a formal expression of dissatisfaction about any of the following:

The conduct, service, or response of The Sourcing Vault team.

The operation or functionality of The Sourcing Vault platform.

The conduct, information, or representations of a Deal Sourcer (Vault Member) in connection with a property opportunity listed on our platform.

A dispute regarding a deposit refund decision (see Section 5).

Any other matter where you believe TSV has failed to meet its obligations to you.

General feedback, technical support requests, or routine enquiries are not complaints and will be handled via our standard support process. If you are unsure whether your matter constitutes a complaint, contact us and we will advise you.

3. How to Make a Complaint

All complaints must be submitted in writing by email to:

Email: [email protected]

Subject line: COMPLAINT — [brief description of issue]

We do not accept complaints by telephone, WhatsApp, social media, or web form.

To help us investigate and resolve your complaint efficiently, please include:

Your full name and contact details

A clear description of the matter you are complaining about

The dates and names of any TSV team members or Deal Sourcers involved

Any supporting documents, screenshots, or correspondence

What outcome you are seeking

4. Our Complaint Handling Process

1

Acknowledgement — within 2 working days

We will acknowledge receipt of your complaint within 2 working days of receiving it. This acknowledgement will confirm your complaint reference and the name of the person handling your case.

2

Investigation — up to 10 working days

A senior member of the TSV team (the Team Manager or Director) will investigate your complaint. We will gather all relevant information, review any supporting documents, and — where the complaint involves a Deal Sourcer — contact that Deal Sourcer for their response.

3

Written Response — within 10 working days

We will issue a full written response within 10 working days of acknowledging your complaint. If we require additional time (for example, where we are awaiting a response from a third party), we will notify you in writing, explain the reason for the delay, and provide a revised timeframe. We will not extend beyond 8 weeks from receipt of your original complaint without your agreement.

4

Escalation (if not resolved)

If you are not satisfied with our final response, you may escalate your complaint using the options set out in Section 6 below.

Submission of a complaint does not imply any admission of fault or liability by The Sourcing Vault Limited. All complaints are considered fairly and impartially.

5. Deposit Refund Disputes

Where your complaint relates specifically to a deposit refund decision, the following additional process applies:

Deposit refund eligibility is governed by Clause 7 of our Terms and Conditions. If you believe a refund has been incorrectly refused, please submit a complaint clearly stating:

The property address and deal reference

The grounds on which you believe the deposit should be refunded

Any supporting evidence (e.g. survey report, mortgage valuation, communications from the vendor or sourcer)

TSV will review the matter against the criteria set out in our Terms and Conditions and issue a written determination within 10 working days. Our determination will explain the reasoning for the decision.

If you remain dissatisfied following our determination, you may seek independent legal advice or escalate via the Property Redress Scheme where the matter falls within its scope (see Section 6).

Note: TSV's decision on deposit refunds is made by a director or someone senior who was not involved in the original decision. We aim to be fair and transparent in all refund determinations, and our decisions will always be explained fully in writing.

6. Escalation Options

6.1 Property Redress Scheme (PRS)

If your complaint relates to property sourcing activity carried out by a Deal Sourcer operating on our platform, and you are not satisfied with TSV's final response, you may have the right to escalate your complaint to the Property Redress Scheme (PRS), provided the matter falls within the PRS's scope of jurisdiction.

The PRS is an independent redress scheme for the property industry. TSV will cooperate fully with any PRS investigation, providing all relevant information and documentation as requested.

For more information or to submit a complaint to the PRS, visit: www.theprs.co.uk

6.2 Information Commissioner's Office (ICO)

If your complaint relates to how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at any time, without first raising the matter with us (though we would ask you to contact us first so we have the opportunity to resolve it):

Website: www.ico.org.uk

Helpline: 0303 123 1113

Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

6.3 Legal Redress

Nothing in this policy prevents you from seeking legal advice or issuing proceedings through the courts of England and Wales in relation to any dispute with The Sourcing Vault Limited. This policy does not affect your statutory rights.

7. Complaints Involving Deal Sourcers

Deal Sourcers (Vault Members) are independent operators. They are not employees or agents of The Sourcing Vault Limited. TSV operates as an intermediary platform connecting Deal Sourcers with Investors.

Where a complaint involves the conduct, representations, or compliance of a Deal Sourcer, TSV will:

Refer the complaint to the relevant Deal Sourcer and request their response within 10 working days

Review the Deal Sourcer's response and any supporting documentation

Communicate the outcome of this process to you in writing

Where appropriate, take action in accordance with our platform membership terms against the Deal Sourcer concerned.

TSV cannot compel a specific outcome from an independent third party or guarantee any particular resolution. Where TSV determines that a Deal Sourcer has acted in breach of our platform membership terms, we will take appropriate action under those terms.

For property sourcing complaints that cannot be resolved by TSV, escalation to the Property Redress Scheme (PRS) is available as set out in Section 6.1.

8. Complaints Record-Keeping

The Sourcing Vault maintains a complaints log recording all formal complaints received, the nature of each complaint, the actions taken, and the outcome. This log is reviewed regularly by senior management to identify patterns, improve our service, and ensure this policy is being applied consistently and fairly.

Complaints records are retained for 6 years from the date of resolution, in accordance with our data retention policy and the Limitation Act 1980. Personal data in complaints records is processed and retained in accordance with our Privacy Policy.

9. Policy Review and Updates

This Complaints Policy is reviewed at least annually and updated where necessary to reflect changes in our services, legal requirements, or regulatory guidance. The current version is always available on our website.

We reserve the right to amend this policy at any time. Material changes will be communicated to Vault Members via platform notification or email.

10. Contact Details

All complaints must be directed to:

The Team Manager

The Sourcing Vault Limited

167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF

Email: [email protected]

Subject: COMPLAINT — [brief description]

Complaints accepted by email only.

The Sourcing Vault Limited | Company No. 16443781 | Registered in England & Wales