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 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 like you to tell us the full details of your complaint so we can put things right.

Help us to understand your complaint

Understanding the nature of your complaint that can be made by, or on behalf of an eligible complainant; that may refer to what the complainant has suffered, or may suffer, for example could be financial loss, material distress, material inconvenience or advice given

• Please provide clear details of the nature of your complaint
• Steps you have already taken to try to resolve the complaint that have not been addressed
• What steps would you like us to take to resolve your complaint.
• In your own interest, you should keep copies of the information submitted for your records.

Initial Process

The complaint is first considered by the sales representative handling your order or your initial enquiry (unless the complaint relates to that individual). We aim to resolve your complaint straight away or within 3 working days to your full satisfaction. If you send us a complaint by email we will usually respond to you by your e mail.

Should the complaint relate to the individual please refer to Email: Andrew Frisby or call on 01902 353393 Who will aim to resolve your complaint straight away or within 3 working days to your full satisfaction.

Complaint Procedure

Our Managing Director Andrew Frisby will always assist you resolve your grievance were possible and can be contacted by writing letter/email and send to All Vehicle Contracts Ltd, Westgrove House, Ettingshall Road Wolverhampton, West Midlands WV2 2LH. or by Email: Andrew  alternatively you can call him on 01902 353393.

How will we handle your complaint

Depending up on the complexity and nature of your complaint we aim to resolve your complaint straight away, if we are unable to do so we will ensure you receive an acknowledgement of progress in writing within 5 working days, and why we have not been able to do so, along with information on who is dealing with your complaint. We will contact your regularly until your complaint has been resolved.

If you are still not satisfied

If we cannot agree an acceptable resolution to your complaint within 8 weeks we will write to you giving our reasons for the delay or provide a letter detailing our final response to your complaint.

Final Response

The outcome of your complaint investigation will be communicated to you outlining and explaining our final position in writing in respect of your complaint. You also have the legal right to refer our final response decision to the Financial ombudsman./complaints within 6 months from the date of the final decision.

The FOS provides free service along with a mechanism for resolving disputes which is a simple, informal and accessible alternative to the courts. Their address is: The Financial Ombudsman Service (FOS), Exchange Tower. LONDON E14 9SR ombudsman./complaints Tel: 0800 023 4567 (free), or 0300 123 9123 (costs no more than calls to 01 and 02 numbers)

You may also refer your complaint to the bvrla conciliation service  by completing their complaint form and submitting it via email to [email protected] or via post to

BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

Tel: 01494 545711

Fax: 01494 434499  

our membership number is 1970.