Complaints Policy

Complaints Policy  

Vehicle Consulting Group Limited 

At Vehicle Consulting Group Limited, we are committed to providing a high standard of customer service. However, we recognise that occasionally things may go wrong. 

If you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns, work towards a fair resolution and identify opportunities to improve. 

How to Make a Complaint 

You can raise a complaint with us by telephone, email or in writing. 

Vehicle Consulting Group Limited 

• Email: hello@vehicleconsulting.com  

• Telephone: 0161 431 0011 

• Post: Vehicle Consulting Group Ltd, Unit 2, Acorn Business Park, Stockport, Greater Manchester, SK4 1AS 

Please provide as much information as possible about your concerns, including your name, contact details and any relevant vehicle or agreement reference. 

There is no charge for making a complaint. 

What Happens Next? 

We will investigate your complaint fairly and objectively, keeping you informed of our progress. 

Where possible, we will aim to resolve your complaint within three business days. If we are able to do so, we will provide written confirmation of the resolution where required. 

If your complaint requires further investigation, we will acknowledge it promptly and explain what happens next. 

We will normally provide a final written response within eight weeks of receiving your complaint. If we cannot do so, we will explain the reasons for the delay and advise you of any applicable rights to refer your complaint to an independent dispute resolution service. 

Certain complaints, including some motor finance complaints, may be subject to different regulatory timescales. Where this applies, we will explain the arrangements relevant to your complaint. 

If You Remain Dissatisfied 

If you are unhappy with our final response, you may be entitled to refer your complaint to an independent organisation. 

Financial Ombudsman Service 

Where your complaint falls within its jurisdiction, you may refer it to the Financial Ombudsman Service free of charge. You will normally need to do so within six months of receiving our final response. 

Website: www.financial-ombudsman.org.uk 

Telephone: 0800 023 4567 

BVRLA Alternative Dispute Resolution Service 

As a member of the British Vehicle Rental and Leasing Association (BVRLA), we also recognise its independent Alternative Dispute Resolution service for eligible complaints. 

Further information, including eligibility and how to submit a complaint, is available at: 

www.bvrla.co.uk 

We will explain the appropriate escalation options and any applicable time limits when responding to your complaint. 

Our Commitment to You 

We treat all complaints seriously and are committed to ensuring that customers are treated fairly, respectfully and without discrimination. 

If you require additional assistance or an alternative method of communication, please let us know so that we can consider how best to support you. 

We also review the complaints we receive to help improve our services and customer experience. 

Vehicle Consulting Group Limited is authorised and regulated by the Financial Conduct Authority (FRN 673523).