If your complaint is in relation to a vehicle you have on finance, please contact your finance provider directly.
If your complaint is about a product or service offered by Your Vehicle Finance, please see below:
The first step is for us to understand your complaint; you can contact us by:
By Post:
Complaints Department,
Your Vehicle Finance,
Grove View Cottage,
Ashow,
Kenilworth,
CV8 2LE
By Email:
Please provide your name and daytime contact number where we can contact you between the hours of 9am – 5pm Monday to Friday.
We will log your complaint within 24 hours.
If the complaint can be dealt with within 3 business days we will send you a summary resolution communication within 2 business days of resolving the complaint, this will include information on what to do if you are dissatisfied with the resolution of the complaint and that you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
If your complaint can not be dealt with in 3 business days, we will send you our initial response letter within 2 days of either receiving the complaint or realising the complaint cannot be resolved within 3 business days.
We will investigate your complaint fully and if the complaint cannot be dealt with in 4 weeks, send you an update on the progress of your complaint.
We endeavour to send you a final response within 8 weeks of receipt of the complaint. If we are unable to provide you with a final response within this time, we will send you an update.
Within our final response, we will explain what to do if you are not happy with our response/resolution and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman, you must do so within 6 months of the date of the final response letter.
You can contact them:
By phone:
0800 023 4567
By post:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
By Email:
complaint.info@financial-ombudsman.org.uk
Further information can be obtained from the Financial Ombudsman Service’s website at www.financial-ombudsman.org.uk
Eligible complainants are:
Alternatively, you may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service.
Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk
Last updated 11/01/2024
Copyright © 2024 Your Vehicle Finance - All Rights Reserved.
Your Vehicle Finance, is a Credit Broker not a lender and is authorised and regulated by the Financial Conduct Authority FRN: 821382. Your Vehicle Finance offer a limited number of finance products from a selected panel of lenders, on a non-advised basis, meaning we cannot give you advice or a recommendation on products.
We do not charge a fee for the introduction to the finance provider; however, we will receive a commission payment from the finance provider if you decide to enter into an agreement with them; the nature of this commission is either a fixed fee or a percentage of the amount you borrow.
All the lenders that we work with pay commission at different rates, however, the commission received does not affect the amount you will pay under your finance agreement. The amount of commission can be made available to you on request. View our full disclosure by reading our Initial Disclosure Document.
All finance is subject to status and income, applicants must be 18 or over, terms and conditions apply, and guarantees and indemnities may be required. Registered Office: Grove View Cottage, Ashow, Kenilworth, CV8 2LE