Let us know about your complaint
Our team will do everything they can to resolve it. You can tell them about your complaint while you are on the phone, or you can email firstname.lastname@example.org
If you're unhappy with our response
Please let us know, we’ll ensure a manager reviews your case. If more time is needed, we'll talk to you about this and keep you informed along the way.
Internal complaints resolution team
If you remain unhappy with the outcome, your complaint will be referred to our internal complaints resolution team. A Complaints Resolution Advisor will keep you informed and let you know the outcome of an independent review.
The Insurance and Financial Services Ombudsman (IFSO)
The Insurance & Financial Services Ombudsman (IFSO) is an independent party that can review insurance disputes. We will do everything we can to resolve your complaint internally but, in some circumstances, this may not be possible. If you’re not happy with the outcome of Vero’s independent review (and if it is within the jurisdiction of the IFSO) then Vero will issue a letter of deadlock. You will have three months to refer your complaint to the Insurance & Financial Services Ombudsman, should you wish. We will abide by any decision made by the Insurance & Financial Services Ombudsman and there's no charge for you to use this service. Of course, you can also choose to seek a resolution elsewhere. You can contact the Insurance & Financial Services Ombudsman below: