We strive to do everything that we can to ensure that our clients receive the best possible service. If you are not satisfied with the level of service provided by us, we will endeavour to resolve this as quickly as possible.
If you consider that you have cause to complain, the following information should assist you in
How to make a complaint.
The procedure we follow, to ensure that we deal with your complaint fairly and effectively.
The options you have if you are not satisfied with our response
How To Contact Us 
To resolve your complaint as quickly as possible, we recommend contacting our dedicated complaints team by calling the number below or sending a detailed letter to the address provided.
You Can Write Us At:
Complaints Manager (Van Compare)
Van Insurance Solutions
1st Floor, 2 Bishops Wharf
Walnut Tree Close
Guildford
GU1 4UP
- Your name and contact information.
- how you wish to be contacted.
- A description of your grievance
- or concern
- What you’d like us to do to put things right.
- If you have a policy, then include your client reference number or policy number. We will use this information to investigate what has gone wrong, and attempt to resolve your complaint.
Our
procedure 
We take all complaints seriously, and our dedicated team is committed to addressing your concerns promptly.
01 
We will acknowledge your complaint, and investigate promptly, thoroughly,
and fairly.
and fairly.
03 
We will respond within three weeks.
02 
We will keep you updated with progress.
Third parties
If your complaint concerns the service provided by another Financial Conduct Authority (FCA) authorised firm, such as the insurer or credit provider, we will promptly refer your complaint to them, for them to handle accordingly.
If you're not happy with our response
If you're unhappy with our response to your complaint you can ask the Financial Ombudsman Service (FOS) to carry out an independent review. In any event, you have the right to ask them to review your complaint if we've been unable to resolve it within 8 weeks.
The FOS will only consider your complaint if:
- We have had an adequate opportunity to resolve your complaint first
- You contact them within six months of receiving our final response to your complaint
The Financial Ombudsman Service can help with most complaints if you are:
- A consumer; or
- A business employing fewer than 10 persons that has an annual turnover that doesn't exceed £2 million; or
- A charity with an annual turnover of less than £1 million;
- A trustee of a trust with a net asset value of less than £1 million
If you are unsure whether the Financial Ombudsman
Service will consider your complaint, please contact them directly for advice. The service they provide is free and
impartial and contacting them at any stage of your
complaint will not affect your legal rights.
Their Details Are:
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Exchange Tower
Harbour Exchange Square
London
E14 9SR
www.financial-ombudsman.org.uk
