Customer happiness is at the heart of everything we do. So if you feel something’s not right, we’ll do our best to resolve the situation as quickly as possible.
If you have an issue that you want to discuss with us, please get in touch with our Customer Services team by calling 03450 348 647 or emailing firstname.lastname@example.org. We’ll be happy to help.
Following this, hopefully everything will be resolved. However if you want to raise the issue further, you can click here to make a formal complaint.
What happens after you make a complaint?
- You’ll receive an email from us confirming we’ve received your complaint.
- We’ll notify the relevant team at Onto. They will look into the matter urgently.
- We aim to offer you a resolution within 30 working days of receiving your complaint.
Complaints outside of Onto
You are entitled to contact the Financial Ombudsman should you wish to do so, however, before you raise anything with the financial ombudsman, please ensure that you go through our complaints handling procedure first (as this is what the FCA would require) if you haven't done so already.
Should you not be happy with the outcome after going through our complaints procedure, you also have the option to contact the BVRLA to log a dispute with them should your complaint relate to the subscription service, both during and after your subscription term. It is advised that a complaint be submitted to us first before reaching out to the BVRLA