Legal
Complaints Procedure
Our process for handling complaints fairly and promptly.
Last reviewed: [Date to be confirmed]
Placeholder policy — this document is a structural draft for the VOYA Luxury demonstration build. It must be reviewed and approved by a qualified solicitor and compliance adviser before launch.
1. Our commitment
VOYA Luxury takes all complaints seriously and aims to resolve them fairly, promptly and transparently.
2. Stage one — initial contact
Complaints should first be raised via our Contact page with as much detail as possible, including any booking reference.
Expected acknowledgement: within [placeholder] working days.
3. Stage two — investigation
Your complaint will be reviewed by the relevant team. We may request further information to help resolve the matter.
Expected response with an outcome or update: within [placeholder] working days of acknowledgement.
4. Stage three — final response
If a complaint cannot be resolved at stage two, it will be escalated for senior review. A final response will set out our position and any resolution offered.
Expected final response: within [placeholder] working days.
5. Escalation
If you remain dissatisfied following our final response, you may be entitled to escalate your complaint to an independent body. [Relevant ombudsman or alternative dispute resolution scheme to be confirmed].