V4B LTD, aim 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.
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint within 7 working days, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take. The FCA maximum time limit for a Final Response is 8 weeks from the date of complaint
To register a complaint contact us by either:
Call us: 0800 0966 488
Write to: EllKat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham, LL13 9UH
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 leaflet titled “Want to take your complaint further?”
In addition to the above we are members of the BVRLA (British Vehicle Rental and Leasing Association) who provide a conciliation service. They can be contacted in the first instance via their website at www.bvrla.co.uk
If you have any questions in relation to our Complaints Handling Policy, please contact us at the above address