Complaint Procedure

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time.

When that happens we want you to tell us what went wrong so we can put matters right.

We Want To:

• Make it easy for you to tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly without delay; and
• Make sure you are satisfied with how your complaint was resolved.

How & Where To Complain

If you are not satisfied with any aspect of our service or products you can tell us about your complaint in the following ways:

In person – call into our office at the address shown below. We are open Monday to Friday from 9am – 5.00pm

In writing – write to us at the address below and address your letter to The Customer Complaint Manager.

By telephone – call us on 01204 651 531 during our office hours (8:30am – 6pm) and ask for the Customer Services Department.

By email – please use the email address: info@vehicles4business.ltd.uk

Vehicles4Business Ltd
Unit 10 Peaks Place
Rossini Street
Bolton
BL1 8AS

How Long Will It Take

We aim to resolve your complaint straightaway and we will confirm our resolution or continuing investigation within 7 business days of receiving your complaint. As soon as we have resolved your complaint we will issue our final determination letter.

We will aim to resolve your complaint quickly but it may take longer if it is complex.

We will keep you informed on a regular basis but if you need an update please call us on 01204651531 and ask to speak to the person handling your complaint.

If We Can Not Reach Agreement With You

If we can’t agree a solution with you within eight weeks, we will:

• Send a letter giving our reasons for the delay and an indication of when we expect to provide a final decision.
• Or
• Issue our final decision letter which will explain our final position.

In summary, we feel we can confidently provide a service of the highest quality across all aspects of vehicle leasing.

We are BVRLA members and operate within their published code of conduct. If you have any complaints regarding the lease of your vehicle, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:

By telephone: 01494 434747
By email: info@bvrla.co.uk

By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD

The Financial Ombudsman Service

Our aim is to resolve all complaints internally. However if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are shown below.

Only complaints relating to our credit brokerage services should be referred to FOS.

If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.

The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.

Or you can telephone on: 0800 023 4567

Or email: complaint.info@financial-ombudsman.org.uk

Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk