Vehicle Replacement Network Limited pride ourselves on our extremely high levels of customer service. Our ethos is to treat our customers fairly and to exceed your expectations at every level. Should the occasion arise when you feel unhappy with the service you receive from us, we would like to know. We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal with your complaint.
What is a complaint?
Any informal or formal complaint can be made if you are unhappy with the following:
- The delivery or quality of services received pre and post delivery of a vehicle
- The delivery of a vehicle
- Any other matters relating to Vehicle Replacement Network Limited
How to make a complaint?
Stage 1: We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your claims handler on 01273 004067
Stage 2: In the unlikely event that your claims handler does not resolve your initial complaint, you should contact the Customer Service Manager as specified in the contact section below.
Stage 3: If you feel the problem is still not resolved to your satisfaction, please complete our formal complaints form and forward it with a covering letter/email addressed to the Customer Service Manager specified in the contact section below. To help us address your complaint, please provide the following information:
- Your name & contact details
- Deals of your complaint
- An explanation of the steps you have already taken to try and resolve the complaint
- What would you like us to do to make it right
You should keep copies of all information submitted for your records
What happens next?
You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formal complaints form and a full written response within 28 days. If this is not possible we will keep you informed in writing of the progress being made towards the consideration of your complaint.
We aim to resolve all complaints with 15 working days of your initial contact.
Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer you directly to the finance provider, we will advise you of this if it applies to you.
Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to you.
Complaints in writing to:
Customer Service Manager
Vehicle Replacement Network Limited
23 Middle Street
East Sussex, BN1 1AL
Tel: 01273 004067