Complaints Procedure

• While we investigate your complaint we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review.
• We will only use the personal details you give us (when you make your complaint, or later on) to help us deal with your complaint as set out in this complaints handling procedure. The way we use your personal details will comply fully with the Data Protection Act 2018. For more details about how we use your personal details, please see our Privacy Policy at www.ovl.co.uk. (Terms and conditions)

HOW WE WILL REACH OUR DECISION

• When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.
• We will assess complaints according to the law and the principles and guidance produced by our regulators - the FCA (Financial Conduct Authority)

TELLING YOU ABOUT OUR DECISION

• If we are able to resolve a regulated complaint within 3 business days, we will issue you with a Summary Resolution Communication (SRC) outlining the resolution.
• If we can't reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.

WHAT IF YOU ARE NOT HAPPY WITH OUR FINAL DECISION?

• If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service, the FCA or the BVRLA with your comments. You can also contact these organisations if you have not received a response from us within eight weeks from the date of your complaint.
• The BVRLA also offer a conciliation service, the details of which can be found here: bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service
• If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.