If you have a complaint about us you should let us know by writing to us at: Vehicle Consulting UK Ltd, Finance House, 1085 Stockport Road, Manchester, M19 2RE Alternatively you can phone us on 0161 431 0011. Most difficulties can be resolved at an early stage by talking informally with your Account Manager, at the earliest opportunity.
Timescales for dealing with your complaint If you send us your complaint in writing, we will write to you within five working days to let you know we have received it. If you inform us of your complaint by telephone or in person we will write to you within five business days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct. If we cannot resolve your complaint within four weeks of receipt, we will write to update you about our investigation and to tell you when we will write to you informing you of our decision. If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the Financial Ombudsman Service which you can contact about your complaint.
When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us. We will assess complaints according to the law and the principles and guidance produced by our regulators – The Financial Conduct Authority (FCA) – the Office of Fair Trading.
If we can’t reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.
If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint. If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it. If you disagree with our decision you should contact us. Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.
The Financial Ombudsman Service can be contacted as follows:
Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
0800 023 4 567
calls to this number are now free on mobile phones and landlines
0300 123 9 123
calls to this number cost no more than calls to 01 and 02 numbers
These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.
The FSO will be happy to phone you back, if you’re worried about the cost of calling them.
The FSO Postal Address is: The Financial Ombudsman Service, Exchange Tower, London E14 9SR