Where customers feel they have cause to raise a complaint it is important to us that these aredealt with objectively, fairly and within an acceptable time frame.The following procedure explains how we deal with complaints, our commitments to you andwhat redress you have if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then we would like to hear from you.
To help us investigate and resolve your issue as quickly as possible, you can contact us bytelephone or in writing. The most appropriate person will handle your complaint in the quickestpossible time.
Our complaints contact details are:
calling us on 01782 562246
or write to us at Independent House, Apedale Road, Rowhurst Industrial Estate , Newcastle-Under-Lyme, ST5 6BH
To assist us in resolving your complaint efficiently it would be helpful if you could provide thefollowing information:
Please note: If you appoint a third party to act on behalf we cannot discuss any aspect of yourcontract with them until we receive your permission in writing or from your personal emailaddress or in writing to the above address.
Any complaint, verbal or written, will be allocated it to the most appropriate Complaints Handler.We will always try to resolve your complaint immediately. However, sometimes this may not bepossible. In all cases we will implement the following process:
Customers sometimes express dissatisfaction to us about their product provider/funder. In thisscenario, we will establish whether your complaint relates solely to the advice or service given byAdept Vehicle Management or the service/performance of your funder/product provider or vehiclemanufacturer. If unclear, this should not delay investigation and regardless of cause we willproceed with our own investigation. Your case manager will review this matter and take thecomplaint directly to the third party, if appropriate, in consultation with you. In cases where thirdparties have clearly caused the issue we will refer the matter promptly to the third party, providingyou with a written explanation of why we have done so and their contact details.
It is Adept Vehicle Management Limited policy to treat all complainants the same, however,certain types of complaints fall within the scope of FCA rules and consequently within thejurisdiction of the Financial Ombudsman Service.
Complaints that can be settled to your satisfaction within 3 business days can be recorded andcommunicated differently. Where we consider a complaint to be resolved to your satisfactionunder this section, we will promptly send you a Summary Resolution Communication, being awritten communication from us which:
We will consider a complaint closed when we have made our final response to you. This doesnot prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.
If you have a regulated consumer credit contract arranged by us and are not satisfied with ourFinal Response, you may be eligible to refer the matter either to the Financial Ombudsman or tothe BVRLA Conciliation Service.
Financial Ombudsman Service
If relevant then you can refer your complaint to the Financial Ombudsman Service – you must dothis within six months of our final response. When we send you a final response, we will alsoprovide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
We will co-operate fully with the Ombudsman in resolving any complaints made against us andagree to be bound by any awards made by them.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for thosecalling using a mobile) or 020 7964 0500 (if calling from abroad)
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you orNationwide Vehicle Contracts LTD may refer any unresolved disputes to them.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative DisputeResolution For Consumer Disputes (Competent Authorities andInformation) Regulations 2015.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code ofConduct and will aim to resolve matters using information presented by both parties to thedispute. Any information requested from Adept Vehicle Management Limited will be sent to theBVRLA within five working days. Based on the information available, the BVRLA will provide bothparties with its findings and recommendations.
The BVRLA aims to resolve complaints through their Conciliation Service within 30 days andmembers must comply with the Conciliation Service’s findings.
You can send any complaint to the BVRLA in writing via:
Details should be submitted by email to: firstname.lastname@example.org
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
If you have any questions relating to Adept Vehicle Management Limiteds' handling process,please contact on 01782 562246 or email email@example.com
* All vehicle images and car descriptions on this site are for illustration and reference purposes only and are not necessarily an accurate representation of the vehicle on offer.
Adept Vehicle Management
Rowhurst Industrial Estate
Adept Vehicle Management are a credit broker and not a lender, we are authorised and regulated by the Financial Conduct Authority. Registered No : 677446
Registered in England & Wales with company number : 04571612 | Data Protection No : Z7532052 | VAT No : 803 8348 32
Registered Office : Independent House, Apedale Road, Rowhurst Industrial Estate, Newcastle-under-Lyme, Staffordshire, ST
Copyright © 2019 Adept Vehicle Management, All rights reserved.