Complaints Procedure

Introduction

We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a Complaint

If you have a complaint, please contact us with the details. Our contact details can be found here.

Complaints Procedure

Complaints can be made by letter, email or telephone at:

  • ADDRESS
  • EMAIL
  • TELEPHONE
  • We will acknowledge receipt of the complaint by customers preferred method within three working days
  • We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

  • The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk