Complaints Policy & Procedure
In the event that there is an issue with the goods or service you receive from us at Vavoom, we have formalised our complaint policy and procedure to outline all the steps and requirements from us as guided by the BVRLA Code of Conduct.
Key points of this procedure:
- Complaints can be formal or informal;
- In writing or verbal;
- Resolutions are as quick as possible;
- Fully resolved within 8 weeks where possible
For Vavoom, our compliance team takes the lead on any complaints that come through to ensure a full resolution from an objective lead.
Complaints Contact Details
Telephone: 03442644177
Address: Oakwater House, Cheadle Royal Business Park, 4 Oakwater Ave, Cheadle SK8 3SR
Email: complaints@vavoomvehiclemanagement.com
Treating Customer Fairly
In accordance with our commitment to treating customers fairly and the FCA’s rules we will:
- Investigate complaints competently, diligently and impartially
- Assess fairly, consistently and promptly:
- The subject matter of the complaint
- Whether the complaint should be upheld
- What remedial action or redress (or both) may be appropriate
- Record and analyse all complaints whether reportable to the FCA or not and whether about the firm or third party (e.g. an insurer) to identify and act upon any weaknesses.
You can find more information on the treating customer fairly policy on our legal page.
Types of Complaints
|
Terminology |
Definition |
|
“COMPLAINT” |
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience. |
|
“ELIGIBLE COMPLAINTS” |
“ELIGIBLE COMPLAINTS”
An “Eligible Complaint” isn’t just a generic grievance, it is a specific legal status. It refers to a complaint that meets the strict criteria required to be formally investigated by an independent body, like the Financial Ombudsman Service (FOS) in the UK.
Essentially, for a complaint to be “eligible,” both the person complaining and the subject matter must fit within the rules set by regulators (such as the Financial Conduct Authority). |
|
“INFORMAL COMPLAINTS” |
An informal complaint or a “Summary Complaint” is an issue that is resolved quickly and simply without the firm having to trigger their full, long-form grievance procedure. |
Handling Complaints
We refer all complaints, written or verbal, to our dedicated Complaints Team immediately. To ensure a fair and timely resolution, we will:
- Acknowledge your complaint in writing and provide regular progress updates if we can’t resolve the matter right away.
- Conduct a thorough investigation, reaching out for clarification whenever necessary.
- Share our findings via a final response as soon as possible, and always within eight weeks.
- Include details for the Financial Ombudsman Service and the BVRLA Conciliation Service should you need further support.
For details and definitions on the above please consult our glossary, failing that please contact our team and we can provide you all necessary information.
Third Party Complaints
If it is considered that another Authorised Firm or a Regulated Financial Institution is entirely or partly responsible for the subject matter of a complaint then the complaint, or relevant part of it, may be referred to the other Authorised Firm or Regulated Financial Institution. For further details on this please contact us.
