How to raise a complaint
We work hard to get things right. If we've fallen short, we want to hear about it and put it right as quickly as we can.
How to reach us
To make a complaint, contact us by email or post. To help us look into things quickly, please include:
- Your name and contact details
- Your policy or reference number, if you have one
- What went wrong
- What you'd like us to do to put it right
What happens next
We'll acknowledge your complaint promptly and let you know who is handling it. We'll look into it fairly and keep you updated as we go.
We aim to resolve matters as quickly as possible. Where we can, we'll do so within three business days of receiving your complaint. If we need longer, we'll write to you with our final response within eight weeks.
If your complaint relates to a regulated matter
Ventura Risk Partners Limited is an Appointed Representative of Servca Group Ltd, which is authorised and regulated by the Financial Conduct Authority. As our principal firm, Servca oversees regulated complaints, so depending on the nature of your complaint it may be handled or overseen by their compliance team. You can reach them at Compliance@servca.com.
Referring to the Financial Ombudsman Service
If you're not happy with our final response, or if eight weeks pass without one, you may be able to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between businesses and their customers. You'll usually need to contact them within six months of our final response.
The Ombudsman can look into complaints from individuals and smaller businesses. If you're unsure whether you qualify, they'll be happy to confirm. Referring a complaint to them won't affect your legal rights.
Exchange Tower
London E14 9SR