Complaints Procedure

Our Customer Services team are here to help you between 8.30am to 5.30pm / Monday to Friday

Email Us – newvans@vansalesuk.co.uk

Call Us – 0117 4287721

If you would like to write to us our address is: Van Sales UK, St Andrews Road, Avonmouth, Bristol, BS11 9BY

For any vehicle with Manufacturer issues, contact the Manufacturer Customer Services teams direct, click the following link for each Manufacturer’s telephone numbers – CLICK HERE

For any vehicle Warranty & Breakdown issues that you may encounter during the life of your vehicle the Manufacturers contact numbers can be found here – CLICK HERE

Complaints Handling Procedure

In the rare occasions that issues occur, as a business we are committed to treating customers fairly and in a prompt manor. Below you will find a simple outline of our complaint handling procedure and details of the regulatory & Industry bodies by which we are regulated.

View our Treating Customers Fairly Policy – CLICK HERE

Van Sales UK are authorised and regulated by the Financial Conduct Authority. Our Financial Conduct Register number is 741996. We are a credit broker rather than a lender and offer credit from a selected panel of lenders.

View our FCA information page – CLICK HERE

Acknowledge

We will acknowledge your complaint promptly

Investigate

We will endeavor to provide your with an update to our investigations of your complaint within 5 days.

Updates

We will endeavor to provide a final response to you within 4 weeks of receipt of your complaint.

Timescales

Where it does take us longer to investigate, we will provide a response to you within 8 weeks of your complaint, we will explain why its longer and let you know when to expect the final outcome.

Financial Ombudsman

If, in the rare case that we are unable to resolve your complaint to your satisfaction, you may be entitled to escalate your complaint to the relevant regulatory body; For financial products you may be able to refer to the Financial Ombudsman. For other matters, you may be able to refer to the BVRLA (British Vehicle Rental & Leasing Association)