Complaints procedure
Your feedback is important to us. If you have a complaint about any aspect of our service, we would like to hear from you.
Where to send your complaint
You can contact us by telephone or in writing, by post or email, using the following details:
Email: customersupport@volopa.com
Post: 15 Belgrave Square, London, SW1X 8PS
Telephone: +44 (0) 333 400 1287 (available Monday – Friday, 9:00am to 5:00pm, excluding holidays)
Please address all correspondence to the Complaints Manager.
The Complaints Manager will be best placed to receive your complaint and work with you to resolve it. It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights by law that we must acknowledge and adhere to.
An eligible complainant is a complainant that is:
- A consumer (a person acting outside their trade, business or profession)
- A micro enterprise (enterprise which employs fewer than 10 people and has a turnover or balance sheets that does not exceed EUR 2,000,000), or a small business (please contact customersupport@volopa.com for more detail)
- A charity with an annual income of less than £6,500,000
- A trustee of a trust which has a net asset value of less than £5,000,000
- A guarantor
If in doubt whether a complainant is an eligible complainant or not, the Firm will treat them as an eligible complainant. Only eligible complainants can refer their complaints to the Financial Ombudsman Service.
Volopa has established an internal complaints procedure to ensure your complaint is dealt with efficiently by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
- Your name, address and client reference number
- A clear description of your concern or complaint
- Details of what you would like us to do to put it right
- Copies of any relevant documents, such as letters
- A daytime telephone number where we can contact you
We will try to resolve your complaint immediately with minimum inconvenience to you. The first step is for us to clearly establish what the problem is, and to agree with you what we can do to put it right. The more information you can give us the better.
Sometimes, we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day, and if we have not already contacted you to agree our proposal for resolving it, we will:
- Send an acknowledgement of your complaint in writing within 5 working days
- Confirm who will handle your complaint, and how you can contact them
We will provide a final response to complaints within 15 business days of the day of complaint. If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event, we will ensure your complaint is resolved and provide you with a final response within 35 business days of the day of complaint.
In our final response, we will include:
- A summary of the complaint
- A summary of the outcome of our investigation
- Whether we acknowledge there has been any fault on our part and whether the complaint will be upheld
- Details of any offer to settle the complaint and how long this offer will remain open
- If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service and a copy of their explanatory booklet
If we are unable to provide you with a final response within 35 business days, we will write to you detailing the following:
- An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one
- If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service and a copy of their explanatory booklet
Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services. You can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0845 023 4567 (Calls to this number are free on mobile phones and landlines)
E-mail: complaint.info@financial-ombudsman.org.uk Website: www.financial–ombudsman.org.uk
Remember, we value your feedback. Help us to get it right every time, for every client.
