We take all complaints seriously. If you're unhappy with any aspect of our service, we want to know — and we commit to responding within 3 business days.
We acknowledge every complaint within 3 business days of receipt.
We review your case thoroughly, looking at all correspondence and actions taken.
We provide a full written response within 15 business days with our findings.
If unresolved, we explain how to escalate to the Legal Ombudsman or FCA.
Your full name and contact email address
Your SkyVolo claim reference number (if you have one)
A description of what happened and what you expected
The date(s) of the issue and any relevant communications
What resolution you are seeking
If you are not satisfied with our final response, you may escalate your complaint to one of these independent bodies.
For disputes about our service quality. You must first allow us the opportunity to resolve your complaint (up to 8 weeks) before escalating.
As a regulated claims management company, we are subject to FCA oversight. Serious complaints about regulatory compliance can be referred to the FCA.
For independent advice about your consumer rights and whether escalation to an ombudsman or court is appropriate for your situation.