Call us on: 01293 456 100

First Vehicle Finance Limited Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of First Vehicle Finance 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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either: 
calling us on 01293 456 100 or 
write to us at Brockham House, Smallfield Road, Horley, Surrey, RH6 9AU

If you have a regulated contract with us and are not satisfied with our final response, you may contact the BVRLA Conciliation Service as an approved Dispute Resolution service. Contact details below:

Address: BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD 
Tel: 01494 545747 

Alternatively, you may be 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 the below contact information for the Financial Ombudsman Service's.

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR 
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad) 

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.