Resolving your complaint

As soon as we receive your complaint, we will respond as quickly as possible. We aim to resolve all matters referred to us within five business days.

For more complex matters (e.g. an issue involving other parties) the process may take longer. However, regular updates will be provided and your advisor will let you know when to expect a resolution. A final written response will be issued within 8 weeks of when you first contacted us about the complaint.

As ACVM is a member of the British Vehicle Rental and Leasing Association (BVRLA) you are entitled to refer your complaint, within six months, to their conciliation service. You can find out more here.

If you are dissatisfied with the final outcome of a complaint about a regulated credit hire agreement, you may also refer the matter to the Financial Ombudsman Service to review. If you want the Financial Ombudsman Service to look into your complaint, you must usually contact them within six months of the date of any final response issued. You can write to them at:

• The Financial Ombudsman Service,
• Exchange Tower,
• London,
• E14 9SR

Alternatively you can telephone: 0300 123 9123. Further helpful information can be obtained from visiting their website.