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Complaints procedure

Internal VRCClaims complaints handling procedures

VRCClaims endeavour to offer the most ideal assistance. In any case, now and then a client can feel let down. Maybe you needed to sit tight for a long time, just to discover that there is little we can accomplish for you. Maybe you felt that you were not approached with deference or obligingness. Maybe our recommendation didn't help or wasn't right.

Lamentably, these things can happen. We know we are not perfect. Be that as it may, we mean to be. That is why we have a complaints procedure. Sometimes we can put things right; at times we can just clarify and apologize.

We endeavour to learn from our mistakes what you disclose to us assists with improving our administration to you and others.  Be assured, we will treat your complaint confidentially, seriously and quickly.

What can I do?

It is imperative to let VRCClaims realize that you are disappointed and to allow us to put things right. Don’t hesitate to ask to speak to a manager – she or he might be able to sort out the problem straight away. Otherwise, move to the more formal process.

Making a formal complaint

There are several ways to make a complaint.

  1. Tell us in person if you are at our offices
  2. Email: Complaints@VRCClaims.com
  3. Phone: +34922454896

All written complaints should be addressed to “the Complaints Manager”.

Acknowledging your complaint

We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, giving the name or title of the individual handling the complaint, together with a copy of these internal complaints handling procedures.

Investigating your complaint

Your complaint will be investigated by the Complaints Manager, who will have the authority to settle complaints (including the offering of redress or compensation where appropriate) or ready access to someone with the necessary authority.

Responding to your complaint

Our final response to your complaint will address the subject matter of your complaint. If your complaint is upheld, you will be given a full apology and, where appropriate, be given details of any action that VRCClaims is taking to put things right.

VRCClaims will aim to send you a final response to your complaint inside of 2 months of receipt. However, if we are not able to provide a full response within that timeline, e.g., because the issue is complicated, the reasons for the delay will be explained and we will indicate when we expect to be able to provide the final response.