CUSTOMER COMPLAINTS POLICY

Complaints Policy

For all customer concerns, please contact us using the enquiry web form at the top of this page or using the below details:

Post: Vansco Ltd Senior Service Station, Romsey Road, Cadnam SO40 2NN

Email: sales@vanfinancecompany.co.uk

Tel: 01202 121953

Our Complaints Process

Acknowledgement We will provide written acknowledgement of your complaint within 5 working days.

Final or Other Response Within eight weeks from the complaint being received, we will write to you with the outcome of the investigation. If our investigation is not yet complete, we will write with full details of the reasons for the delay and advise you of an appropriate timescale within which the investigation will be completed.

Review stage When we have issued our final response letter or after eight weeks from the complaint being received, you may refer your complaint for free to the Financial Ombudsman Service (see below contact details).

What to do if you remain dissatisfied about our response to a complaint regarding a finance agreement or insurance product

We aim to resolve complaints at the earliest possible opportunity. If you remain dissatisfied, we recommend that you refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is a free and independent service available to consumers who have a complaint about a financial product or service.

The address, website and contact details of the Financial Ombudsman Service are as follows:

Website: www.financial-ombudsman.org.uk

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4 567 or 0300 123 9 123

For more information please read the Financial Ombudsman’s leaflet “Your Complaint and the Ombudsman” which is available at: http://www.financial-ombudsman.org.uk/publications... .

If you would like us to post you a copy of the Financial Ombudsman’s leaflet, then please use the above contact details to let us know and provide your name and postal address.

Data Protection

All complaints received are treated with confidentiality and in accordance with the requirements of data protection legislation.

Version 3 updated (02/04/2024)