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Complaints Procedure

AVH Limited Complaint’s handling policy

AVH Group Ltd is committed to providing products and services of the highest standard. We recognise that things can go wrong and that customers might sometimes have cause to complain. When they do, and this is the result of something we have done or not done, we are committed to putting things right – we want to help you, our customer, to resolve your complaint as quickly as possible.

This policy covers:

  • Our standards
  • How to complain
  • When to contact us
  • How to contact us
  • What to do if you remain dissatisfied

Our Standards

We promise to:

  • Treat all complaints seriously regardless of the format.
  • Investigate all complaints competently, diligently, and impartially.
  • Treat you with courtesy and fairness at all times – without discrimination or prejudice.
  • Communicate within a reasonable timeframe – An acknowledgment of your complaint will be sent to you within 5 working days.
  • All complaints received will be dealt with confidentially and in accordance with the requirements of the UK General Data Protection Regulation.

How to Complain

You can call us, email us, or write to us, contact information is detailed below;

  • By post: Adapted Vehicle hire, Green Lane, Burghfield Bridge, Burghfield RG30 3XN
  • By email: info@adaptedvehiclehire.co.uk
  • By phone: 0845 267 1670

When to Contact Us

Please tell us:

  • Your name and address (including email address if you are happy to communicate in that way).
  • Your vehicle registration number.
  • A phone number where we can contact you if we need to and any specific times you would prefer us to contact you.
  • A clear description of your complaint including dates and times if known.
  • Details of what you would like us to do to resolve your complaint.
  • If appropriate, copies of any relevant supporting documentation.

If you have asked someone to act on your behalf in pursuing your complaint, we will need your signed authorisation before we will be able to deal with them.

Our Procedure

We will investigate your complaint fairly, consistently, and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.

We will acknowledge your complaint in writing within five business days if we have not been able to resolve it sooner.

Your complaint will be referred to one of our complaint handlers, who will investigate the complaint promptly, thoroughly, and impartially.

We will aim to let you have a final response to your complaint within eight weeks of receipt but, if it remains unresolved after that time, you will be informed in writing why a final response has not been provided and when you should expect to receive it.

Rather than await a final response, you may be able to refer your complaint to the Financial Ombudsman Service at that point, so you will also be provided with details of the Financial Ombudsman Service together with an explanatory leaflet.

We have intentionally made our complaints handling procedure simple to follow, so that you should not have to seek any advice (for example, from a solicitor), so we (or the finance company) will not normally agree to meet any costs you incur for such advice, even if your complaint is upheld.

What to do if you remain dissatisfied?

We aim to resolve complaints at the earliest possible opportunity. If your complaint relates to the sale of a financial product and you feel that it has not been resolved to your expectations, you have the right to refer your case to Financial Ombudsman Service.

Independent Review of Your Complaint

If, after making a complaint to us you are still unhappy and feel the matter has not been resolved to your satisfaction, please contact BVRLA – 01494 434747 from 8:30am – 5:30pm

The service operates by reviewing the evidence from both parties and determining whether there has been a breach of the relevant Code of Conduct. (Located at @ www.bvrla.co.uk)

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

If you decide to refer your complaint to the BVRLA, you must do so within six months of the date of our final response.

If you do not refer your complaint in time, the BVRLA will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the BVRLA believes that the delay was as a result of exceptional circumstances).

The BVRLA can only deal with your complaint if you have given us AVH the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Further information can be found here; www.bvrla.co.uk

Quality Controls

Complaints are analysed quarterly for the identification of systemic or recurring problems including the time taken to resolve the complaint. This helps us to take a closer look at how we can improve our service delivery. Where problems are identified, consideration will be given to the action needed to address these problems.