Complaints Procedure
Van Monkey Limited Complaint handling procedure.
It is the aim of Van Monkey 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: enquiries@vanmonkey.co.uk Telephone: 01384 279 471
Or write to us at 7 The Hayes, Lye, Stourbridge, DY9 8NX
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 without delay. Sometimes this may not be possible. In the improbable event that we are not able to resolve your complaint within 24 Hours, we will keep you informed of the progress of our investigation.
We will send you an acknowledgment within five business days of us receiving your complaint.
We will provide our final response in writing, including our findings and the action we will take. We will do our utmost to send this final response within 14 days of receipt of your complaint. The
Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
What to do if you are not happy with our decision:
BVRLA Conciliation Service
As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by us Van Monkey Limited).
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Details should be sent by email to: complaint@bvrla.co.uk
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from New Vehicle Solutions Limited will be sent to the BVRLA within five working days.
Based on the information available, the BVRLA will provide both parties with its finding and recommendations.
The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.
Financial Ombudsman Service
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.
Details should be sent by email to: complaint.info@financial-ombudsman.org.uk
If you do not have access to email, details can be sent by post to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You must do this within six months of our final response. If you have any questions relating to our complaints handling procedure, please contact us at 01384 279 471