Introduction

Here at Voneus, we are committed to providing the best customer service at all times. If for any reason you feel that hasn’t been your experience, please get in touch and we will do everything we can to put things right as soon as possible.

Below is our Customer Complaints Code which explains how we will handle your complaint and how to take it further if necessary. Let us know if you would like a copy sent to you by post and whether you need it in an accessible formats, ie, large print.

How to make a complaint

Getting in touch with us is really easy. We have dedicated teams set up, so please contact the relevant team below:

By email

For technical issues it’s helpdesk@voneus.com

For issues with your account it’s finance-inbox@voneus.com

For anything regarding roadworks or any other issue it’s complaints@voneus.com

By post

Write to us at:

Customer Complaints, Voneus, The Grange, 100 High Street, Southgate, London, N14 6BN.

By phone

You can call us on 0333 880 4141. Please note that we will need an email address from you to make sure we can contact you about your complaint.

What happens next

We hope to put things right during our first contact with you, but we’ll tell you if further investigation is needed either by phone or email as well as giving you an expected time frame for resolution.

We aim to resolve all complaints within 15 working days. In complex cases it may take a lot longer than that, but we’ll continue to provide you with regular updates, and promise to let you know the outcome of your complaint by email.

Closing your complaint

We will close your case if any of the following are true:

• We have notified you of the outcome in writing but not heard back from you within 28 days

• We are working to resolve your complaint but have not heard back from you within 28 days from our last contact to you

• If your complaint is of a frivolous, or vexatious nature

Most complaints can be resolved quickly by talking to our customer service advisors, but if required, they will escalate to our complaints team who will work with you to find a satisfactory resolution. If you’re still not satisfied, you can ask for your complaint to be reviewed by a senior manager who will conduct a full investigation.

If after 8 weeks your complaint is not resolved to your satisfaction, you can refer the matter via independent ombudsman through the Alternative Dispute Resolution (ADR) scheme.