Qover aim to provide a high-class service at all times, however if the service is found to be unsatisfactory, the following procedure is available to resolve the problem:
In the first instance the Cardholder should write with details of the complaint to Qover, by:
filling in the form for new complaints at https://yonder.qover.com/complaints
If for any reason You are unable to use the online complaints form, You can also make a complaint to Qover by:
letter to Mediation service of QOVER SA/NV, 8 Northumberland Avenue, London WC2N 5BY
phone on +44 330 822 1408
email to [email protected].
You will receive a written confirmation of receipt of Your complaint within 3 (three) working days. You will receive a definitive answer to Your complaint, in writing, within 8 (eight) weeks after receipt of Your complaint.
If you are not happy with the outcome of Your complaint, You can also refer the situation to the Complaints Department at Lloyd’s, who may, in certain circumstances, be able to review the matter.
Their address is:
Complaints
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN
Tel No. : 020 7327 5693
Fax No.: 020 7327 5225
E-mail: [email protected]
In the event that the Complaints Department is unable to resolve the complaint, it may be possible for it to be referred it to the Financial Ombudsman Service:
Address: The Financial Ombudsman Service - Exchange Tower, London E14 9SR. Telephone: 0800 023 4567 (calls to this number are free from “fixed lines” in the UK). Email [email protected]
The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The above complaints handling arrangements are without prejudice to Your right to initiate legal proceedings.
Qover will record all communications, including phone calls, to improve the quality of the services, for training or fraud detection purposes.