How to complain
You can complain by emailing hello@vancova.co.uk or writing to PJG Financial Limited, 5 South Charlotte Street, Edinburgh EH2 4AN.
Please include:
- Your name and contact details.
- What happened and any relevant dates.
- Any enquiry reference or relevant correspondence you have.
- What you'd like us to do to put things right.
You can contact us even if you don't have all this information.
What happens next
We'll review your complaint and may ask for more information. We'll investigate fairly and explain our findings and any action we propose.
The following time limits apply to complaints covered by the FCA's complaint handling rules.
Within 3 business days
If you accept our resolution by the close of the third business day following the day we receive your complaint, we'll promptly send you a written summary resolution communication. This confirms the resolution and explains any right to refer the complaint to the Financial Ombudsman Service if you're unhappy with the outcome.
If we need longer
We'll promptly acknowledge your complaint in writing and keep you informed about progress. Our acknowledgement will explain that we'll send a written response within 8 weeks.
We aim to send our final response within 8 weeks of receiving your complaint. It will explain our decision, the reasons for it and any proposed remedy.
If we haven't given a final response within 8 weeks, we'll write to explain why, say when we expect to respond and explain any right to refer your complaint to the Financial Ombudsman Service at that stage.
Complaints about our partner or an insurer
Vancova makes the introduction. Our partner provides the quote, explains the cover and arranges any policy you choose. Any advice comes from our partner.
A complaint about a quote, advice, policy terms, a premium, cancellation or a claim may need to be handled by our partner or the insurer responsible.
We'll help identify the firm responsible. Where appropriate, we'll forward the complaint to that firm and tell you. We'll still handle any part that concerns our own service.
Financial Ombudsman Service
If you're unhappy with our final response or summary resolution communication, you may be able to refer your complaint to the Financial Ombudsman Service. You may also be able to refer it if we haven't provided a final response within 8 weeks.
The service is independent and free for eligible complainants. This includes eligible individuals and some small businesses. Whether it can consider your complaint depends on your eligibility, the service involved and its jurisdiction.
You normally need to refer your complaint within 6 months of the date of our final response or summary resolution communication. Exceptions can apply. Our response will explain your referral rights and the relevant time limit. Read the Financial Ombudsman Service's guidance on time limits for more information.
- Website: financial-ombudsman.org.uk.
- Telephone: 0800 023 4567.
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Data protection complaints
If your complaint concerns how we've handled your personal information, please contact us so we can investigate.
You also have the right to complain to the Information Commission's Office (ICO). Visit ico.org.uk or call 0303 123 1113.
Our privacy policy explains how we use personal information and your data protection rights.
Our details
Vancova is a trading style of PJG Financial Limited.
PJG Financial Limited is authorised and regulated by the Financial Conduct Authority, Firm Reference Number (FRN) 919697. For insurance, its permission covers introductions only.
PJG Financial Limited is registered in Scotland, company number SC535782. Its registered office is 5 South Charlotte Street, Edinburgh EH2 4AN.
PJG Financial Limited is registered with the Information Commission's Office (ICO), registration number ZB537016.
Changes to this procedure
We'll update this procedure when our processes or applicable requirements change. The current version will be published on this page.