Complaints Procedure

We aim to provide you with a great service, so you can get the right products for you. We know that sometimes things go wrong, so if you‘re not happy or would like to make a complaint, here’s how to contact us and how we handle your complaint.

How can I make a complaint? E-mail us: customerservices@vanarama.co.uk Call our customer service team on 01442 838195 Write to us: Vanarama Maylands Avenue Hemel Hempstead HERTS HP2 7DE

What happens when I log a complaint? Once we receive your complaint, it will be handed over to our Customer Services Team who will investigate your complaint. We’ll fairly, consistently and promptly assess: • The nature of your complaint, • Whether any third party is involved in the complaint • How we should resolve the complaint, • Whether the complaint should be upheld and whether any redress should be paid to you. We’ll also take into account all of the available evidence and consider any guidance published by the Financial Ombudsman Service (‘the Ombudsman’), as well as any relevant laws or regulation.

How will you resolve my complaint? We’ll acknowledge your complaint within 3 working days after the day your complaint has been received, and inform you how we plan to investigate it, including a copy of our complaints handling procedure for your reference.

We’ll send this via email or letter, but please let us know if you have a preference.

To deal with your complaint promptly and thoroughly we ask that you help by providing us with detailed information. We may also contact any third parties involved to obtain information.

We will keep in touch with you whilst we investigate your complaint. If the complaint isn’t resolved within 8 weeks, we’ll provide you with a Final Response or an explanation as why we’ve not been able to complete our investigation. We’ll let you know when we expect to be able to provide you with a Final Response.

What if my complaint is about a funder who Vanarama work with? If your complaint is about a funder, you may want to make a complaint directly with them too. In some cases, we may decide that your complaint needs to be forwarded to the funder who are best placed to handle your complaint and will do this for you.

What happens after the investigation? We may decide a third party needs to address your complaint. As such, we we’ll inform them of your complaint, and provide you with their details if you wish to contact them directly.

Where we decide that redress is appropriate, we’ll provide you with fair compensation for any acts or omissions which we’re responsible for and comply promptly with any offer of redress which you may accept. The redress won’t always involve financial compensation and may instead include, for example, an apology, and/or assistance when dealing with a retailer or lender.

We have the right to decline an investigation of any complaint received more than 6 years from the date of the incident you’ve complained about, or (if later) more than 3 years after you were (or should have been) aware of a cause for complaint.

We will, however, be happy to consider any exceptional circumstances that you feel may explain the delay in bringing the matter to our attention.

What if I am unhappy with the Final Response? You can refer your complaint to the Ombudsman if you’re dissatisfied with our Final Response, or we haven’t issued you with a final response within 8 weeks. You’ll receive a copy of the Ombudsman’s explanatory leaflet, setting out further details of the service they provide and how to refer your complaint to them.

If you do want the Ombudsman to look into your complaint, you should contact them within 6 months of the date of our final response letter – a copy of which they may ask you to send to them.

The Ombudsman is a free and impartial service for resolving disputes between consumers and financial services institutions and their contact details are set out below. By post: The Financial Ombudsman Service Exchange Tower London E14 9SR

By telephone: 0800 023 4567 or 0300 123 9123 By email: complaint.info@financialombudsman.org.uk Website: www.financial-ombudsman.org.uk We’ll maintain records and provide the Ombudsman or the Financial Conduct Authority, on request, details of all complaints handled by us.

BVRLA We are a member of the industry trade body, the BVRLA (British Vehicle, Rental and Leasing Association). All BVRLA leasing brokers must adhere to their mandatory Code of Conduct, which is there to ensure that the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information and a complaint resolution service. In addition, all broker members are audited or inspected to BVRLA standards. If you are not satisfied with the outcome of your complaint, please click here to be taken to the BVRLA conciliation service where further information is provided about this service.