Complaints Procedure

It is the aim of Vanaways UK Limited to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.

To register a complaint contact us by:

Email: customercare@vanaways.co.uk Telephone: 0117 4287721
Or write to us at: 68 Macrae Road, Eden Office Park, Ham Green, Bristol, BS20 0DD

To help us to investigate and resolve your concerns as quickly as possible please provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes this may not be possible. If this is not possible, we will promptly acknowledge your complaint in writing no later than five working days after receipt. 
 
We will endeavour to resolve your complaint at the earliest possible stage, however, should this take longer than outlined above, we will continue to thoroughly investigate the matter and will send our final response to you in writing no later than eight weeks after receipt of your complaint. 
 
Our final response letter will set out our conclusion of the complaint and outline any redress that may be offered to you.

If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: customercare@vanaways.co.uk Telephone: 0117 4287721 Or write to us at: 68 Macrae Road, Eden Office Park, Ham Green, Bristol, BS20 0DD

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