Ombudsman Services

Complaints Code of Practice

Voneus Customer Complaints Code of Practice

This article explains our complaints code of practice, which details our processes for resolving complaints relating to the provision of our products and services, and our complaints handling process.

What you can expect once you have complained?

At Voneus we will do all we can to provide you with the most suitable response for your particular situation and ensure, where possible, that your complaint is resolved to your satisfaction as soon as possible.

If you call us we will ask you about the nature of your complaint. We will consider all that you tell us and endeavour to resolve the problem while you’re on the line. If your complaint requires technical or financial knowledge, we will transfer you to the right person to try to resolve it. If we cannot resolve your complaint while you’re on the line, we will tell you how long we expect a resolution to take, and discuss how we will keep you updated.

If you write to us, we will review your complaint fully, considering all the points raised in your letter and the service details held in our records. We will also ensure that your complaint is investigated by the most suitable person in the company. We will generally telephone you, but if this isn’t possible, we will write to you.

We will do all we can to sort out your complaint as quickly as possible. If it is urgent, e.g. you are experiencing a loss of service, we will prioritise and escalate your complaint.

We expect to respond to your complaint and resolve it within 10 working days. Some complaints may take longer to resolve, especially if they’re technically complex.

If, for any reason, we cannot agree a resolution for your complaint within this timeframe we will contact you.

What can you do if you are unhappy with our resolution?

We intend to resolve every complaint quickly. If, however, you are not content with our response, let us know that you are not and why. We will then review your complaint, our response, and have it considered by a more senior member of the team.

We will keep you informed of progress and the outcome of the review. We expect to deal with escalated complaints within 10 working days.

Alternate dispute resolution

Should your complaint relate to Voneus Limited, or our complaints process, and we haven’t resolved your complaint within eight weeks of you first making your complaint to Voneus, or if you’ve received a letter from us saying that your complaint has reached “deadlock” with nothing more we can do, you have the right to take your complaint to Ombudsman Services: Communications, an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Voneus will accept their decision and act upon it accordingly.

If your complaint remains unresolved after eight weeks, we will send you a written reminder of your right to go to Ombudsman Services: Communications. We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner. We will not send you a reminder or issue you with a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme.

Ombudsman Services

Communications can be contacted:

By post:
Ombudsman Services: Communications,
P O Box 730, Warrington WA4 6WU

By phone:
Call 0330 4401614 or 01925 430 049

Or you can visit the Ombudsman Services website or you can download this information leaflet from the ADR provider themselves.

Obtaining a copy of Voneus Limited customer complaints code in another form

Printed copies of this Voneus Customer Complaints Code are available on request and free of charge by contacting us.

Responsibility for the Voneus Limited customer complaints code

Voneus UK Limited has responsibility complying with the Code. Our designated person responsible for ensuring we observe the Code is:

Alan Seldon
Compliance Manager,
Voneus Limited
The Grange, 100 High Street
Southgate, London N14 6BN
0333 880 4141

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