At Avail Vehicle Contracts Ltd, customer satisfaction is our top priority. We're committed to providing a seamless experience and excellent service, but we understand that sometimes things might not go as planned. We value every feedback and handle each complaint with the utmost seriousness, ensuring a swift, effective, and positive resolution.
Email us at: legal@availvehiclecontracts.co.uk
Or write to us at: Avail Vehicle Contracts Ltd, Clouds Harrow, Brampton Abbotts, Ross On Wye, Herefordshire, United Kingdom, HR9 7JE
We aim to resolve issues by the end of the next working day. If that's not possible, we will acknowledge your complaint within 5 days and begin investigating. We might reach out for additional details to aid the investigation. Depending on the nature of your complaint, whether it's about a third party or our services, we'll follow the appropriate procedures. We'll conclude our investigation within eight weeks and send you a 'Final Response Letter'. If you're still not satisfied, you may be eligible to escalate your complaint to the Financial Ombudsman Service or the BVRLA.
As a company regulated by the Financial Conduct Authority (FCA), we adhere to FCA's complaint handling rules. Whether you're a consumer or not, we treat all complaints equally.
If your issue is with your vehicle, finance provider, or another third party, we recommend addressing it with them directly. We can provide their contact details or forward your complaint on your behalf, notifying you with a 'Forward Letter'.
If we resolve your issue within 3 days, we'll contact you and send a 'Summary Resolution Communication', detailing the resolution. If it takes longer, we'll inform you within 5 days and provide our Complaints Handling Procedure. Our investigation may involve speaking with involved parties and reviewing communications. We'll keep you updated and aim to complete the investigation within 8 weeks, concluding with either an 'Offer Letter' or a 'Final Response Letter'.
If we agree with your complaint and decide to offer redress, you'll receive an 'Offer Letter' with details and calculation of any monetary redress. Accepting the offer will lead to a 'Final Response Letter' for confirmation.
Our findings will be detailed in the 'Final Response Letter'. Even if we don't issue an 'Offer Letter', it doesn't imply disagreement with your complaint; it may simply mean an apology suffices. This letter will explain our decision and next steps if you disagree.
If unsatisfied with our response, you may contact the Financial Ombudsman Service within six months of our 'Final Response Letter'. Visit www.financial-ombudsman.org.uk or call 0800 023 4567 for more information. For complaints, email complaint.info@financial-ombudsman.org.uk.
Alternatively, as BVRLA members, you can access their Conciliation Service at http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service, emailing complaint@bvrla.co.uk, or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD.
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01989 767491
hello@availvehiclecontracts.co.uk
Avail Vehicle Contracts Ltd
Clouds Harrow
Brampton Abbotts
Ross-on-Wye
HR9 7JE
Avail Vehicle Contracts are regulated and authorised by the Financial Conduct Authority (FCA) FRN: 730110.
VAT registration: 928787755. ICO: Z1273373.
Registered in England and Wales. Company Reg No 06523008.
Registered office: Clouds Harrow, Brampton Abbotts, Ross-on-Wye, HR9 7JE.
Avail Vehicle Contracts are a Credit Broker, not a Lender. We are not regulated for insurance products.
Our Trading address is The Office, Clouds Harrow, Brampton Abbotts, Ross On Wye, HR9 7JE.
All figures quoted are exclusive of VAT. Figures do not constitute an offer and are subject to credit acceptance and contractual obligations with the various funders. If you wish to make a complaint, please write to us at our registered office as above.
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