UK Complaints Policy
Introduction
This policy applies to customers located in the UK. If you are located in the EEA, please see our EEA complaints policy.
If we don’t meet your expectations, we will endeavour to put it right. We appreciate your feedback, and will review how we work to make sure we continue to meet your expectations and deliver good outcomes for our customers.
Our Customer Support team will deal with your complaint quickly and fairly.
We will acknowledge receipt of each complaint within 24 hours (or one business day) of receiving it. We will assess and investigate your complaint and provide a response within 15 calendar days. In extreme circumstances where a final response cannot be provided within this timeframe, we will send you a holding response explaining the delay and indicating when you can expect the final response, which will be no later than 35 business days from the day we received your complaint.
Complaints Handling
To make a complaint, email support@volt.io. Alternatively, you can write to us at Volt, Customer Support, 42 Berners Street, London, United Kingdom, W1T 3ND.
What if you’re not satisfied?
Financial Ombudsman Service (FOS)
If you are a consumer, micro-enterprise or other eligible complainant and you are not happy with our response, you have the right to refer your case to the Financial Ombudsman Service within six months of receiving our response via email at: complaint.info@financial-ombudsman.org.uk, by calling 0800 023 4567, or by post: Financial Ombudsman Service, Exchange Tower, London E14 9SR. The Financial Ombudsman Service is an independent body that deals with consumer complaints on financial services and products in the UK. More information can be found via their website.
EEA Complaints Policy
Introduction
This policy applies to customers located in the EEA. If you are located in the UK, please see our UK complaints policy.
If we don’t meet your expectations, we will endeavor to put it right. We appreciate your feedback, and will review how we work to make sure we continue to meet your expectations and deliver good outcomes for our customers.
Our Customer Support team will deal with your complaint quickly and fairly.
We will acknowledge receipt of each complaint within 24 hours (or one business day) of receiving it. We will assess and investigate your complaint and provide a response within 15 calendar days. In extreme circumstances where a final response cannot be provided within this timeframe, we will send you a holding response explaining the delay and indicating when you can expect the final response, which will be no later than 35 business days from the day we received your complaint.
Complaints Handling
To make a complaint, email support@volt.io. Alternatively, you can write to us at Volt, Customer Support, Ul. Stefana Rogozinskiego 6 Krakow; Malopolskie; Postal Code: 31-559.
What if you’re not satisfied?
If you are not happy with our response, you have several options.
Financial Ombudsman Service (FOS)
You have the right to refer your case to the Financial Ombudsman (https://rf.gov.pl/en/intervention-procedure/) by writing to: Office of the Financial Ombudsman, 47a Nowogrodzka St, 00-695 Warsaw.
Out-of-court dispute resolution
You may use out-of-court dispute resolution, e.g. through Arbitration Court: Arbitration Court, Polish Financial Supervisory Authority, Piękna 20, po box 419, 00-549 Warsaw.
Legal action
You may also take legal action against Volt Technologies sp. z o.o., based in Krakow. The competent court is: Sad Rejonowy dla Krakowa-Srodmiescia w Krakowie, Przy Rondzie 7, 31-547 Krakow.