Our Commitment to You
We are committed to providing a high-quality insurance service to all our customers. In the event that a problem occurs we are committed to ensuring that there is an expedited review of your complaint, the result of which will be reported upon promptly.
Who to Complain To
If you are unhappy with any aspect of the service that you receive from Volante, please contact your insurance broker in the first instance, quoting your policy number or claim number.
Alternatively, you can contact Volante directly at firstname.lastname@example.org or by post to:
Attention: Chief Legal Officer (Complaints)
30 St. Mary Axe,
London EC3A 8BF
Telephone: +44 (0)20 3440 7587
How Your Complaint Will Be Dealt With
Upon receipt of your complaint we will issue a letter of acknowledgement within 5 business days of the initial notification stating the name of the appointed individual who will be dealing with the complaint.
Our review of your complaint will be carried out by an individual who has not been directly involved in the matter giving rise to your complaint and will take into account all of the available evidence. We will also consider similar complaints resolved previously by our complaints team and guidance published by Lloyd’s, the FCA and the Financial Ombudsman Service. Your complaint will be investigated thoroughly and fairly.
We will provide a written response to you within 28 days of receipt of your complaint. This will include details of your complaint, whether the complaint is upheld or not, the reason for our decision and any action to be taken. If the complaint is sufficiently complicated to warrant longer investigation or it requires a review of further information and a response cannot be given within 28 days, we will inform you in writing of the reasons why we have been unable to resolve the complaint and when you can expect to receive a final response from us.
If we have reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the subject matter of your Complaint, we will promptly forward your Complaint, or the relevant part of it, to the other respondent and inform you in writing the reasons we have done so and include the respondents contact details.
If a final response is not ready within 8 weeks we will again notify you as to why this is and when you should expect to receive a final response. You may, if eligible refer the matter to the Financial Ombudsman Service (FOS) if you have not received a final response within 8 weeks, or if you are not satisfied with our response. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. Details of who is eligible to refer a complaint to the FOS can be found on their website at www.financial-ombudsman.org.uk. At the relevant time we will provide you with a leaflet entitled “Your complaint and the ombudsman”. The FOS’s contact details are as follows:
Financial Ombudsman Service
If you were sold your insurance policy online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.
17 April 2019