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Complaints Proceedure

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: loans@v5loans.co.uk

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 will acknowledge all complaints within 3 days of initial contact. We will 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 with the ‘Final Response’ or with the complaints process generally, you may refer your complaint free of charge to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London, E14 9SR or via www.financial-ombudsman.org.uk 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 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.