Complaints Procedure

If you're unhappy with our service, here's how you can contact us:

Email us at: stuart@avail.co.uk
Or write to us at: Avail Vehicle Contracts Ltd, Clouds Harrow, Brampton Abbotts, Ross On Wye, Herefordshire, United Kingdom, HR9 7JE

What's Next?

We aim to resolve issues by the end of the next working day. If that's not possible, we will acknowledge your complaint within 5 days and begin investigating. We might reach out for additional details to aid the investigation. Depending on the nature of your complaint, whether it's about a third party or our services, we'll follow the appropriate procedures. We'll conclude our investigation within eight weeks and send you a 'Final Response Letter'. If you're still not satisfied, you may be eligible to escalate your complaint to the Financial Ombudsman Service or the BVRLA.

As a company regulated by the Financial Conduct Authority (FCA), we adhere to FCA's complaint handling rules. Whether you're a consumer or not, we treat all complaints equally.

Dissatisfaction with Vehicle, Finance Provider, or Third Party

If your issue is with your vehicle, finance provider, or another third party, we recommend addressing it with them directly. We can provide their contact details or forward your complaint on your behalf, notifying you with a 'Forward Letter'.

Dissatisfaction with Our Service

If we resolve your issue within 3 days, we'll contact you and send a 'Summary Resolution Communication', detailing the resolution. If it takes longer, we'll inform you within 5 days and provide our Complaints Handling Procedure. Our investigation may involve speaking with involved parties and reviewing communications. We'll keep you updated and aim to complete the investigation within 8 weeks, concluding with either an 'Offer Letter' or a 'Final Response Letter'.

Offer Letter

If we agree with your complaint and decide to offer redress, you'll receive an 'Offer Letter' with details and calculation of any monetary redress. Accepting the offer will lead to a 'Final Response Letter' for confirmation.

Final Response

Our findings will be detailed in the 'Final Response Letter'. Even if we don't issue an 'Offer Letter', it doesn't imply disagreement with your complaint; it may simply mean an apology suffices. This letter will explain our decision and next steps if you disagree.

Further Steps

If unsatisfied with our response, you may contact the Financial Ombudsman Service within six months of our 'Final Response Letter'. Visit www.financial-ombudsman.org.uk for more information. For complaints, email complaint.info@financial-ombudsman.org.uk.

Alternatively, as BVRLA members, you can access their Conciliation Service at http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service, emailing complaint@bvrla.co.uk, or writing to British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD.