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Complaints Handling Procedure

To raise a complaint

If you wish to raise any issues with the service you have received at any point through your customer experience, please get in contact with us. You can contact us over the phone, by email or in writing and your complaint would be raised and resolved as soon as possible.

In order to raise a complaint with please include:

  • Vehicle registration number (if known)
  • Your name and contact information
  • Full details of the complaint
  • How you would like us to rectify any outstanding issues

We will immediately action this to deal with your complaint, however it can take up to three working days to investigate the complaint fully but will endeavour to keep you informed throughout this process.

In all cases Universal Vans will provide a final written response within 8 weeks from the date of your initial complaint.

For eligible complainants, you can also speak with the financial ombudsmen (financial-ombudsman.org.uk/consumers/how-to-complain) if you are still unsatisfied with our final response letter within 6 months.

Complaint Contact Details:

Dispute Resolution Service

For eligible complainants, unresolved disputes may be referred to the BVRLA by either the customer or the member involved within 6 months from our final response.

Details should be submitted online at https://bvrla.co.uk/consumer-advice/making-a-complaint-adr.html.

If the customer does not have access to the internet, details can be sent by post to:
British Vehicle Rental & Leasing Association
River Lodge, Badminton Court
Amersham, HP7 0DD

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days.