Complaints Procedure

We hope you have been satisfied with the service we have offered you, we strive to ensure your experience with us has been a positive one. If you are not happy with the level of service you have received from us then we do have a complaints procedure which is detailed in full below.

If you have a Complaint

Please follow the following steps so we can assist you

Complaints Procedure

  • Complaints can be made by email or telephone at:
  • We will acknowledge receipt of the complaint by customers preferred method within three working days
  • We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
  • We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:

The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at or by contacting

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