Complaints
Against
VFRS

If you have any concerns about your experience with us, we genuinely want to assist and address them.

How to make a complaint

GRIEVANCES

Here’s how:

By email

info@virginiafrs.com

What happens next?

  • 1. Acknowledgement

    We aim to resolve any expression of dissatisfaction as soon as possible. We’ll be in touch within 4 business days to provide you with a written acknowledgement providing early reassurance your complaint has been received and is being dealt with.

  • 2. Investigation

    We're typically allowed up to 8 weeks to investigate and fully respond to your complaint (although in some circumstances this is 15 business days). However, we’ll try to resolve your complaint much sooner than that.

  • 3. Our decision

    Once we’ve fully investigated your case we’ll produce what's called a 'final response'. This is the final stage of our process and you’ll need to appeal it externally should you remain unhappy.

    If 8 weeks has passed and we haven’t yet provided you with a ‘final response’, we’ll send you an update with details on how to escalate your complaint to the Claims Management Ombudsman should you wish to do so.

  • 4. Appeal

    If you're not happy with our final response, you have the right to refer your complaint to the Claims Management Ombudsman, free of charge – but you have to do this within 6 months of the date of our final response.