All Vehicle Contracts Ltd

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Compliance Your Rights

Complaint Procedure
All Vehicle Contracts Compliance Your Rights - Complaint Procedure
  • Complaints Procedure

    Our customers are entitled to a high level of service; unfortunately, from time to time things can and do go wrong. When they do, we will make every effort to resolve and handle your complaint as quickly and amicably as possible.

    Whether your complaint is informal or formal about any of the services relating to All Vehicle Contracts, our website, general customer service or pre and post-delivery of a vehicle either through All Vehicle Contracts or our appointed agent or supplying dealer, we would ask you to follow the following procedure process.

    Process

    The complaint is first considered by the sales representative handling your order or your initial enquiry (unless the complaint relates to that individual). If your complaint is not resolved to your full satisfaction, you can then write or phone our Administration Department requesting a Complaints Form. The Administrator will then refer the matter to a Director.

    If a complainant is still not satisfied with a decision taken in respect of a complaint or appeal, they may contact the BVRLA directly who regulate the Leasing Industry; details of which can be found by clicking the BVRLA Website link.

    Informal Complaint Procedure

    Please contact your sales representative, the majority of complaints can be resolved amicably by talking informally with the individual(s) most concerned with the issue, at the earliest opportunity.

    Please telephone 01902 353393.

    Formal Complaint Procedure

    In the unlikely event you have been unable to resolve matters informally; you should escalate your grievance to a formal complaint. You should complete a complaints form, which can be obtained by telephoning the Administration Department and/or write a letter/email and send it to the Administration Department - at All Vehicle Contracts Ltd, Westgrove House, Ettingshall Road Wolverhampton, West Midlands WV2 2LH. Email: Info@allvehiclecontracts.co.uk.

    For formal complaints, please provide the following information:-

    • Details of the complaint
    • An explanation of the steps you have already taken to try to resolve the complaint
    • Where applicable, the form of resolution or redress sought

    In your own interest, you should keep copies of the information submitted for your records.

    Our staff will ensure that you receive an acknowledgement of your complaint within 5 working days and a full written response within 28 days if possible.

    In the event of it not being possible, you will be informed in writing of the progress being made towards the consideration of your complaint. We aim to resolve all complaints within 15 working days of initial contact.

    In the unlikely event that you feel your complaint has still not been resolved to your satisfaction or if your complaint relates to the Head of Department, please send your letter/email and completed form to the Managing Director. Our staff will ensure that you receive an acknowledgement of your complaint within 5 working days and a full written response within 28 days if possible.

    In the event of it not being possible, you will be informed in writing of the progress being made towards the consideration of your complaint. We aim to resolve all complaints within 15 working days of initial contact.

    If a complainant is still not satisfied with a decision taken in respect of a complaint or appeal, you may contact the BVRLA directly. (www.bvrla.co.uk)

    Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to the complainant.

    Contact
    Administration Department or Managing Director
    All Vehicle Contracts Ltd
    Westgrove House
    Ettingshall Road
    Wolverhampton
    West Midlands
    WV2 2LH
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