Complaints Procedure

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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

To register a complaint contact us by:

Email: customercare@vanaways.co.uk
Telephone: 0117 2054579

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 agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork
We will try to resolve your complaint immediately; however, sometimes this may not be possible. We will keep you informed of the progress of our investigations and provide our final response in writing including our findings and the action we will complete. In all cases, we will provide a Final Written Response within 8 weeks from the date of complaint.
 
If you are an eligible complainant and are not satisfied with our final response, you may be able 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).
 
Vanaways is also accredited by the BVLRA, meaning non eligible complainants may be able to refer their complaint to the BVRLA.

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 2054579 
Or write to us at: 68 Macrae Road, Eden Office Park, Ham Green, Bristol, BS20 0DD
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