{"id":13852,"date":"2024-03-08T11:30:05","date_gmt":"2024-03-08T11:30:05","guid":{"rendered":"https:\/\/volopa.com\/personal\/?page_id=13852"},"modified":"2025-05-06T14:26:59","modified_gmt":"2025-05-06T13:26:59","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/volopa.com\/personal\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"13852\" class=\"elementor elementor-13852\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fc77ef8 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"fc77ef8\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;shape_divider_bottom&quot;:&quot;waves&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-bottom\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M421.9,6.5c22.6-2.5,51.5,0.4,75.5,5.3c23.6,4.9,70.9,23.5,100.5,35.7c75.8,32.2,133.7,44.5,192.6,49.7\n\tc23.6,2.1,48.7,3.5,103.4-2.5c54.7-6,106.2-25.6,106.2-25.6V0H0v30.3c0,0,72,32.6,158.4,30.5c39.2-0.7,92.8-6.7,134-22.4\n\tc21.2-8.1,52.2-18.2,79.7-24.2C399.3,7.9,411.6,7.5,421.9,6.5z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-9676300\" data-id=\"9676300\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-76ef1be elementor-widget elementor-widget-heading\" data-id=\"76ef1be\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints procedure<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-06ee132 elementor-widget elementor-widget-heading\" data-id=\"06ee132\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Your feedback is important to us. If you have a complaint about any aspect of our service, we would like to hear from you.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-31c1f80\" data-id=\"31c1f80\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-25d4e26 elementor-widget elementor-widget-image\" data-id=\"25d4e26\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;1&quot;,&quot;sizes&quot;:[]},&quot;_animation&quot;:&quot;none&quot;,&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"768\" height=\"726\" src=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/trans-b-girl-768x726.png\" class=\"attachment-medium_large size-medium_large wp-image-13968\" alt=\"\" srcset=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/trans-b-girl-768x726.png 768w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/trans-b-girl-300x283.png 300w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/trans-b-girl.png 940w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f0966e7 elementor-section-height-min-height elementor-reverse-mobile elementor-reverse-tablet elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"f0966e7\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c0fe59a\" data-id=\"c0fe59a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-272917a elementor-widget elementor-widget-image\" data-id=\"272917a\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_direction&quot;:&quot;negative&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;1&quot;,&quot;sizes&quot;:[]},&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"500\" height=\"440\" src=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2022\/04\/Mail-icon.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-13414\" alt=\"\" srcset=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2022\/04\/Mail-icon.png 500w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2022\/04\/Mail-icon-300x264.png 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c9c42d4\" data-id=\"c9c42d4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2f17875 elementor-widget elementor-widget-heading\" data-id=\"2f17875\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;0.5&quot;,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:&quot;0&quot;,&quot;end&quot;:&quot;50&quot;}},&quot;motion_fx_opacity_effect&quot;:&quot;yes&quot;,&quot;motion_fx_opacity_range&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:&quot;0&quot;,&quot;end&quot;:&quot;50&quot;}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;mobile&quot;],&quot;motion_fx_opacity_direction&quot;:&quot;out-in&quot;,&quot;motion_fx_opacity_level&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Where to send your complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1db691e elementor-widget elementor-widget-text-editor\" data-id=\"1db691e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You can contact us by telephone or in writing, by post or email, using the following details:<\/p><p>Email: <a href=\"mailto:customersupport@volopa.com\">customersupport@volopa.com<\/a><u><\/u><\/p><p>Post:\u00a015 Belgrave Square, London, SW1X 8PS<\/p><p>Telephone: +44 (0) 204 600 0469 (available Monday \u2013 Friday, 9:00am to 5:00pm, excluding holidays)<\/p><p>Please address all correspondence to the Complaints Manager.\u00a0<\/p><p>The Complaints Manager will be best placed to receive your complaint and work with you to resolve it. It is the firm\u2019s 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f559214 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f559214\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-38998cc\" data-id=\"38998cc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-90ecca1 elementor-reverse-tablet elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"90ecca1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-fa4be28\" data-id=\"fa4be28\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7bc761f\" data-id=\"7bc761f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dbb1d49 elementor-widget elementor-widget-text-editor\" data-id=\"dbb1d49\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>An eligible complainant is a complainant that is:<\/p><ul><li>A consumer (a person acting outside their trade, business or profession)<\/li><li>A guarantor<\/li><\/ul><div>\u00a0<\/div><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f7bbaea elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f7bbaea\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ee71f57\" data-id=\"ee71f57\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-824c840 elementor-reverse-tablet elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"824c840\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f57e8e0\" data-id=\"f57e8e0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-309f60f elementor-widget elementor-widget-image\" data-id=\"309f60f\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;1&quot;,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1080\" height=\"1080\" src=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-13958\" alt=\"\" srcset=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa.png 1080w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa-300x300.png 300w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa-1024x1024.png 1024w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa-150x150.png 150w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/11\/larger-transpa-768x768.png 768w\" sizes=\"(max-width: 1080px) 100vw, 1080px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-81243c8\" data-id=\"81243c8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6e6f846 elementor-widget elementor-widget-text-editor\" data-id=\"6e6f846\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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:\u00a0<\/p>\n<ul>\n<li>Your name, address and client reference number<\/li>\n<li>A clear description of your concern or complaint<\/li>\n<li>Details of what you would like us to do to put it right<\/li>\n<li>Copies of any relevant documents, such as letters<\/li>\n<li>A daytime telephone number where we can contact you<\/li>\n<\/ul>\n<div>\u00a0<\/div>\n<p>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.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e291928 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e291928\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e00ee0c\" data-id=\"e00ee0c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1042e41 elementor-reverse-tablet elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1042e41\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-e979cb0\" data-id=\"e979cb0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-1c0cd26\" data-id=\"1c0cd26\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b4debf3 elementor-widget elementor-widget-text-editor\" data-id=\"b4debf3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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:\u00a0<\/p>\n<ul>\n<li>Send an acknowledgement of your complaint in writing within 5 working days<\/li>\n<li>Confirm who will handle your complaint, and how you can contact them<\/li>\n<\/ul>\n<div>\u00a0<\/div>\n<p>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.\u00a0<\/p>\n<p>In our final response, we will include:\u00a0<\/p>\n<ul>\n<li>A summary of the complaint<\/li>\n<li>A summary of the outcome of our investigation<\/li>\n<li>Whether we acknowledge there has been any fault on our part and whether the complaint will be upheld<\/li>\n<li>Details of any offer to settle the complaint and how long this offer will remain open<\/li>\n<li>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<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8823289 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8823289\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-729994b\" data-id=\"729994b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-9b0caeb elementor-reverse-tablet elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9b0caeb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7bf07f6\" data-id=\"7bf07f6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-331c12d elementor-widget elementor-widget-image\" data-id=\"331c12d\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;1&quot;,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:0,&quot;end&quot;:100}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"864\" height=\"1536\" src=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification-864x1536.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-13856\" alt=\"\" srcset=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification-864x1536.png 864w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification-169x300.png 169w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification-576x1024.png 576w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification-768x1365.png 768w, https:\/\/volopa.com\/personal\/wp-content\/uploads\/2024\/03\/Notification.png 1080w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c622d4b\" data-id=\"c622d4b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-aa6d7e5 elementor-widget elementor-widget-text-editor\" data-id=\"aa6d7e5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If we are unable to provide you with a final response within 35 business days, we will write to you detailing the following:<\/p>\n<ul>\n<li>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<\/li>\n<li>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<\/li>\n<\/ul>\n<div>\u00a0<\/div>\n<p>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:\u00a0<\/p>\n<p>The Financial Ombudsman Service<\/p>\n<p>Exchange Tower<\/p>\n<p>London<\/p>\n<p>E14 9SR<\/p>\n<p>Telephone: 0845 023 4567 (Calls to this number are free on mobile phones and landlines)\u00a0<\/p>\n<p>E-mail: <u>complaint.info@financial-ombudsman.org.uk<\/u>\u00a0\u00a0 Website: <a href=\"http:\/\/www.financial-ombudsman.org.uk\/\">www.financial<\/a><a href=\"http:\/\/www.financial-ombudsman.org.uk\/\">&#8211;<\/a><a href=\"http:\/\/www.financial-ombudsman.org.uk\/\">ombudsman.org.uk<\/a> \u00a0<\/p>\n<p>Remember, we value your feedback. Help us to get it right every time, for every client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-39ab7ce elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"39ab7ce\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;,&quot;shape_divider_top&quot;:&quot;waves&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-shape elementor-shape-top\" aria-hidden=\"true\" data-negative=\"false\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 1000 100\" preserveAspectRatio=\"none\">\n\t<path class=\"elementor-shape-fill\" d=\"M421.9,6.5c22.6-2.5,51.5,0.4,75.5,5.3c23.6,4.9,70.9,23.5,100.5,35.7c75.8,32.2,133.7,44.5,192.6,49.7\n\tc23.6,2.1,48.7,3.5,103.4-2.5c54.7-6,106.2-25.6,106.2-25.6V0H0v30.3c0,0,72,32.6,158.4,30.5c39.2-0.7,92.8-6.7,134-22.4\n\tc21.2-8.1,52.2-18.2,79.7-24.2C399.3,7.9,411.6,7.5,421.9,6.5z\"\/>\n<\/svg>\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-820648e\" data-id=\"820648e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2229245 elementor-widget elementor-widget-heading\" data-id=\"2229245\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Let's get personal<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-155eddc elementor-widget elementor-widget-heading\" data-id=\"155eddc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Manage your card and control your expenses on the go.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4622032 elementor-mobile-align-center elementor-widget elementor-widget-button\" data-id=\"4622032\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/volopa.com\/personal\/how-to-sign-up\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Sign up now<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1ea6b8b\" data-id=\"1ea6b8b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4127c08 elementor-widget elementor-widget-image\" data-id=\"4127c08\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_direction&quot;:&quot;negative&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;1&quot;,&quot;sizes&quot;:[]},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;],&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:&quot;0&quot;,&quot;end&quot;:&quot;50&quot;}}}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/elementor\/thumbs\/New-Volopa-card-artwork-4-r3dvi9sa2va8gab0y2lhew7ab9zh8xohb00y6vwbd4.png\" title=\"New-Volopa-card-artwork-4\" alt=\"New-Volopa-card-artwork-4\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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:\u00a015 Belgrave Square, London, SW1X [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":13676,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-13852","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Procedure - Volopa Personal<\/title>\n<meta name=\"description\" content=\"Your feedback is important to us. If you have a complaint about any aspect of our service, we would like to hear from you.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/volopa.com\/personal\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - Volopa Personal\" \/>\n<meta property=\"og:description\" content=\"Your feedback is important to us. If you have a complaint about any aspect of our service, we would like to hear from you.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/volopa.com\/personal\/complaints-procedure\/\" \/>\n<meta property=\"og:site_name\" content=\"Volopa Personal\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-06T13:26:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2022\/04\/Cashback-graphic.png\" \/>\n\t<meta property=\"og:image:width\" content=\"940\" \/>\n\t<meta property=\"og:image:height\" content=\"888\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/volopa.com\/personal\/complaints-procedure\/\",\"url\":\"https:\/\/volopa.com\/personal\/complaints-procedure\/\",\"name\":\"Complaints Procedure - Volopa Personal\",\"isPartOf\":{\"@id\":\"https:\/\/volopa.com\/personal\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/volopa.com\/personal\/complaints-procedure\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/volopa.com\/personal\/complaints-procedure\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/volopa.com\/personal\/wp-content\/uploads\/2022\/04\/Cashback-graphic.png\",\"datePublished\":\"2024-03-08T11:30:05+00:00\",\"dateModified\":\"2025-05-06T13:26:59+00:00\",\"description\":\"Your feedback is important to us. 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