Complaints Procedure for Customers

Complaints Handling Procedure

It is the aim of CBVC Vehicle Management 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 by calling 01283 351200
• In writing to CBVC Vehicle Management Ltd, 2 Faraday Court, 1st Avenue, Centrum 100, Burton on Trent, DE14 2WX
• By email to business-admin@cbvc.co.uk

Your complaint will be resolved by the Complaints Manager in the shortest possible time.

To help us resolve your problem you should provide the following information:

• your full name and contact information
• full details of your complaint
• your agreement details
• details of what you would like us to do to put things right
• photocopies of any relevant paperwork

Our aim is to resolve complaints as soon as possible, however, we will keep you up to date in line with our procedure, and keep you informed of the progress of our investigations. We will provide our final response in writing informing you of our findings and the action to then take as soon as possible and not later than eight weeks unless the complaint relates to a Discretionary Commission Arrangement (DCA) or other commission disclosure relating to a credit agreement (not a hire agreement). For DCAs or other commission disclosures relating to credit agreements the complaints process has been paused by the Financial Conduct Authority until 31 May 2026. For DCA complaints or other commission disclosure complaints relating to credit agreements this means that the deadline for a final response will be 26 July 2026. Details on this pause can be found at https://www.fca.org.uk/carfinance.

In the event that a final response has not been sent within the relevant timescale, eligible complainants have the right to raise the complaint directly with the BVRLA Conciliation Service or Financial Ombudsman Service.

Investigation – The Complaints Manager will establish the nature and scope of your complaint having due regards to the FCA’s direction: to deal with complaints promptly and fairly and to give complainants clear replies and, where appropriate, fair redress.

Complaints Settled within 3 Business Days

Complaints that can be settled to your satisfaction within 3 Business Days, we will promptly send you a ‘Summary Resolution Communication’ which will be written and include.

• The fact you made a complaint and that we now consider the complaint to have been resolved to your satisfaction
• We will advise you that if you subsequently decide that you are dissatisfied with the resolution you may be able to refer the complaint back to us for further consideration or to the Financial Ombudsman Service (FOS)
• We indicate whether or not we consent to waive the relevant time limits (fifteen months or 29 July 2026, whichever is later, for complaints relating to DCAs or other commission disclosures relating to credit agreements which receive a summary or final response by 29 January 2026, or six months for all other complaints)
• Provide the website for the Financial Ombudsman Service (FOS) and refer to the availability of further information on their website
• We will also provide details of the BVRLA who provide a Conciliation Service

Complaints Settled within 40 Business Days

Should your complaint contain multiple concerns, highly complex issues, a third party firm who may be partially or wholly responsible, or a threat of escalation, we will consider your complaint as a Formal Complaint which triggers a 40 day timeline, in which we will:

• Acknowledge your complaint within 5 business days
• Thoroughly investigate your concerns
• With consent, co-operate with your credit provider to complete their investigation
• Provide you with an update on the 20^th business day
• Implement any suitable remedial actions
• Provide a Final Response on the 40^th business day

Final Response

Our final response will set out clearly the firm’s decision and our reasons for it. In our final response we will include details of the Financial Ombudsman Service. If dealing with an eligible complainant and a regulated activity, we will also:

• Explain that the claimant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost. If the complaint relates to Discretionary Commission Arrangements or other commission disclosures complaints relating to credit agreements this is extended to fifteen months, or 29 July 2026, whichever is later, for final responses sent by 29 January 2026.
• We will indicate whether or not we consent to waive the relevant time limits.

Clearly, we would prefer to resolve any concern you raise with us directly. However, following the issue of our final response and providing your complaint falls within the jurisdiction of the Financial Ombudsman Service (FOS) you may be entitled to refer the matter to (FOS) should you feel it necessary to do so they are contactable by emailing complaint.info@financial-ombudsman.org.uk

Or writing to them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

We are members of the BVRLA so for unresolved disputes you can use also use their conciliation service by emailing complaint@bvrla.co.uk

Or writing to them at:

British Vehicle Rental and leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD