Complaint Procedure
We take all complaints seriously and aim to resolve them promptly.
How to Make a Complaint
If you are unhappy with any aspect of our service, please get in touch so we can try to put things right. You can contact us via telephone or in writing, and your complaint will be directed to the appropriate person for resolution in the shortest possible time.
Email: customercare@vanaways.co.uk
Telephone: 0117 205 4579
Address: Vanaways UK Ltd, 68 Macrae Road, Eden Office Park, Ham Green, Bristol, BS20 0DD
Information We Need
To help us investigate and resolve your complaint as quickly as possible, please provide:
- Your full name and contact information
- Full details of the complaint
- Your agreement or order details
- Details of the resolution you are seeking
- Photocopies of any relevant paperwork
Our Resolution Process
Acknowledgement
We will acknowledge your complaint and aim to resolve it immediately where possible.
Investigation
If we cannot resolve your complaint straight away, we will investigate thoroughly and keep you informed of progress.
Written Response
A full response will be provided to you in writing, outlining our findings and any proposed resolution.
If You're Not Satisfied
If you remain dissatisfied after our investigation, eligible complainants may refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial businesses.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk
For non-eligible complainants, Vanaways is accredited by the BVRLA (Member No. 7609) who also provide an alternative dispute resolution service.