It is the aim of V2L Ltd to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
IF YOU HAVE A COMPLAINT:
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing with.
To register a complaint contact us by either:
calling us on 0161 413 2507
or write to us at Fernhill Depot, Todd Street, Bury, BL9 5BJ
You should receive an acknowledgement of your complaint within three working days from the date of submitting your complaint, and a Final Response within 28 days. If this is not possible, we will keep you informed about our investigation and tell you when you can expect to receive our Final Response.
If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
Furthermore, V2L Ltd are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. If you are still not satisfied with the outcome of your complaint, we have provided a link to the BVRLA Conciliation Service. Here you’ll find further information about this service.
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.