Customer Care

At Volvaris Ltd, customer relations is something that we strive to maintain and improve. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. Our internal complaints procedure is designed to resolve our clients’ concerns quickly and efficiently.

In the unlikely event I need to make a complaint who do I write to?

You may complain to: Volvaris Ltd Unit 6, Elysium Gate 126 New Kings Rd London SW6 4LZ

Complaints can also be sent by e-mail to: customercare@volvaris.com

What happens next?

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a response will be issued from Lucy Thompson or Chris Garner within 4 weeks. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress. If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.

If I am not satisfied with the response I receive what can I do?

If you do not feel that your complaint has been resolved satisfactorily please write a letter to explain why and ask for a further review.

What happens next?

Your case will be reviewed by the Claims Manager, Chris Garner and a response will be sent within 8 weeks from the date we received your first complaint. This is the final stage of our internal complaints procedure.

If I remain dissatisfied, who can I write to?

If you have received a final response and still consider your complaint to be unresolved, you have the right to refer your complaint to the Claims Management Regulator, the Department for Constitutional Affairs. Please note, the Regulator will only intervene once all steps of the company’s in house complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation. Claims Management Regulator PO Box 7824 Burton Trent Staffordshire DE14 9DP info@claimsregulation.gov.uk Tel: 0845 450 6858 NB. We reserve the right to decline to consider a complaint which is made more than six months after the complainant became aware of the cause for the complaint.

Regulated by the Ministry Of Justice in respect of regulated claims management activities' and the registration is recorded on the website www.claimsregulation.gov.uk   Registered in England and Wales, Company Number 06233694   © 2008 Volvaris | Customer Care Data Protection No: Z988433X www.ico.gov.uk