Big Car

About Us

Complaints Procedure

What to do if you have a complaint

 

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

Contact details; CVSL Ltd, Barlow House,Barlow Road, Altrincham WA14 5HF.

Tel. 0161 929 5455

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

Your full name and contact information; Full details of your complaint; Your agreement details; Details of what you would like us to do to put things right; Photocopies of any relevant paperwork

We will try to resolve your complaint immediately; however, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing confirming our findings and the action to then take. If you are not happy with our findings then you may be able to refer the matter to one of the following organisations; 

Financial Ombudsman Service

If you have a regulated consumer credit contract that was arranged through CVSL Ltd and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response.

When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

BVRLA Conciliation Service

British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Details should be submitted by email to: complaint@bvrla.co.uk

If you do not have access to email, details can be sent by post to:

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from CVSL Ltd will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

We are a broker member of the British Vehicle Rental and Leasing Association (BVRLA) Member no. 966.

The BVRLA is the trade body for the vehicle rental and leasing sector. The association regulates the industry through its mandatory Code of Conduct, which sets out what a customer should expect when renting or leasing a vehicle. CVSL Ltd adheres to the BVRLA Code of Conduct for Leasing brokers.

CVSL Limited is authorised and registered by the Financial Conduct Authority (FCA) for the provision of consumer credit related brokering services only.

We are a credit broker of vehicle finance, we are not a funder or lender. FCA Firm Reference No. 657777

Who are CVSL?

CVSL have been setting standards since we were established in 1989. The company was founded by people who know their business inside out and whose aim has always been to provide the best possible service.