1 TERMS OF WEBSITE USE
We always endeavour to treat our customers fairly and deliver a high level of service in all areas. However, if you are not satisfied with the way your account has been handled or with any other aspect of the service provided to you, please send details of your complaint in writing to:
Professional Standards Department
V5 Loans Ltd
Clarendon House, 125 Shenley road, Borehamwood, Herts WD6 1AG,
or by e-mail to: firstname.lastname@example.org
Our professional standards officers are part of our dedicated complaints handling department. Your complaint will always be handled by an officer who has not been directly involved in the matter which is the subject of your complaint and we undertake to deal with your complaint impartially, fairly and promptly.
In order to assist us in dealing with your complaint fully and as quickly as possible please ensure your letter includes the following details:
Your agreement reference number and/or vehicle registration number
Your full name and the address to which we may send our response
A daytime telephone number so that we may contact you to discuss the details of your complaint if necessary
We endeavour to acknowledge all complaints within 5 days of their receipt and we will provide you with a full response to your complaint within 4 weeks.
If you are not happy with the initial determination made you may further your complaint by writing to the person or team who handled it to ask that it be reviewed at a senior level within the relevant department. You should do so within 14 days of receiving the initial response and explain why you are dissatisfied with the handling of your complaint.
A senior member of staff will reconsider your complaint to see whether there should be any change to our initial determination or whether there is anything else they can do to help you before sending you our ‘Final Response’. We aim to send you a ‘Final Response’ within 8 weeks of the receipt of your initial complaint. If we are unable to provide you with a ‘Final Response’ within this period we will inform you of the reason and let you know when you can expect one.
If you are not satisfied within 6 months after the ‘Final Response’ or with the complaints process generally refer your complaint to the Financial Ombudsman Service at Exchange Tower, London, E14 9SR. The ‘Final Response’ will be accompanied by a booklet explaining how to take your complaint further in this way. Please note that the Financial Ombudsman Service will only step in once we have had the opportunity to investigate matters fully.
You may also complain separately to our trade body, the Consumer Credit Trade Association, at Suite 4, The Wave, 1 View Croft Road, Shipley, BD17 7DU.
If you have any questions about this procedure please contact our Professional Standards team on 0800 999 5555. Please note that official complaints must be made in writing and telephone queries should therefore be limited to questions regarding the procedure itself.