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Complaints Procedure for Customers

Our customers are extremely important to us and whilst we aim to provide a trouble free and excellent level of service, we know that sometimes things go wrong. If you have cause to complain, we take any complaint very seriously and promise to deal with it promptly, effectively and in a positive manner.

For Regulated Finance Agreement Complaints – We are authorised and regulated by the Financial Conduct Authority and adhere to their complaints handling rules where we receive any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about either the provision or failure to provide a service where a) the complainant alleges to have suffered, or may suffer, financial loss, material distress or material inconvenience or b) relates to an activity by us or by a person or company which has some connection in marketing or providing financial services or products which comes under the jurisdiction of the Financial Ombudsmen Service. Whilst the Financial Conduct’s rules are in respect of their determination of ‘Eligible Customers’, it is the firm’s policy to treat all complainants the same.

Any complaint, verbal or written, will be in the first instance, responded to within 7 working days from receipt and be referred to a member of the management team and we will follow our internal complaints procedure. Please note that the complaint will not be handled solely by the person against whom the complaint was made and we reserve the right, where appropriate, to refer a complaint to another firm, for example if the fault lies with the lender’s service or to a dealer or manufacturer if there are issues with a vehicle.

We will try to resolve your complaint promptly. However, it may not always be possible if your complaint requires further investigation and we will let you have our final response as soon as possible and not later than eight weeks.

In order for us to investigate and resolve your concerns in an efficient manner, please contact us : Telephone : 0121 382 5657 email :

Writing to : Birmingham Van Centre, 587 Tyburn Road, Erdington, Birmingham, B24 9RX

Including :

  • Your name and contact information
  • Full details of your complaint
  • Vehicle registration number

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have or referring the matter to the Financial Ombudsmen Service (