Specialists in car sourcing and funding for private individuals and business users.

Complaints Procedure

It is the aim of Professional Vehicle Solutions Ltd  to provide the highest standards of service to every customer.  This procedure explains how we will deal with complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction. Please note, the below procedure relates purely to Professional Vehicle Solutions Ltd.  It does not relate to any of our finance providers.  




How to tell us if you have a complaint


To help us investigate and resolve your issue as quickly as possible, you can contact us in writing, via email, or via telephone. Our complaints details are: 


Our contact details are as follows:

Complaints Department

Professional Vehicle Solutions Ltd

97a Macclesfield Rd, Stockport, SK7 6DT

Tel: 01625 871555

Fax: 01625 872555



What information do we need?


In order for us to assist in resolving your complaint efficiently, it would be helpful if you could provide the following information:

Your full name and contact details

Your vehicle registration number (if you are already in your contract) 

Full details of your complaint

Copies of the relevant paperwork

Photographic evidence where applicable (i.e., vehicle damage)

Any other information relevant to your complaint

What you expect us to do to put things right 


Please note, if you wish to make a complaint on behalf of someone else, or you have appointed a third party to act on your behalf, we cannot discuss any details with them until we receive your permission in writing from the details we hold on file for yourself.


How to tell us if you have a complaint


Your complaint will be referred to A Director  as soon as possible.


We will also: 

  • Acknowledge the complaint in writing  
  • Give details in our acknowledgement of the Financial Ombudsman Service and the case reference number allocated to your complaint 
  • Make contact with you to seek clarification on any points where necessary 
  • Fully investigate the complaint 
  • Keep you informed of our progress 
  • Discuss with you our findings and proposed response  

It is our aim to send you our final written response within 14 working days but no later than eight weeks as required by the Financial Conduct Authority.  


Advisor or Provider


Customers sometimes express dissatisfaction to us (the adviser) about their product provider. We will need to establish if your complaint relates to the advice or service given by us (the adviser) or the service/performance of your funder/manufacturer (the provider). If unclear, this must not delay investigation and regardless of the cause we will proceed with our own investigation. Your complaint handler will review this and take the complaint to the third party if appropriate. In cases where third parties have clearly cause the issue we will refer the matter promptly to the third party, providing you with a written explanation of why we have done so and provide their contact details. 




Your case handler will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction: 

  • Deal with complaints fairly and promptly 
  • Give complainants clear replies and, where appropriate, fair redress 






It is our policy to treat all complainants the same, however certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service. 


FCA Complaint Rules

  • Made by, or on behalf of an eligible complainant; 
  • Relating to regulated activity; 
  • Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress, or material inconvenience  

Final Response


This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. Where eligible we must include details of the Financial Ombudsman Service and the British Vehicle Rental & Leasing Association (BVRLA) in our final response. If dealing with an eligible complainant and regulated activity we will:

  • Explain that the complainant must refer the matter to the Ombudsman within six months of the date of our final response or the right to use this service is list
  • Indicate whether we consent to waive the relevant time limits

Complaint Settled within 3 Business Days


Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

  • Refers to the fact you have made a complaint and informs you that we now consider the complaint to have resolved to your satisfaction
  • We will tell you that is you subsequently decide you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service
  • Indicates if we consent to waive the relevant time limits (where we have discretion in such matters)
  • Provide the relevant address for the Financial Ombudsman Service and BVRLA Conciliation Service
  • Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service 

Closing a Complaint


We will consider a complaint to be closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service  


I am not happy with your response


If regulated, you may be eligible to refer the matter to either the Financial Ombudsman Service or the BVRLA Conciliation Service.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service. You must do so within six months of our final response or you lose the right to this service. We will provide you with the contact details of the Financial Ombudsman Service in our final response to you. 

We will fully co-operate with the Ombudsman in resolving any referred complaints made against us and agree to be bound by any awards made by them. You can contact the Ombudsman by using the below:

The Financial Ombudsman Service

Exchange Tower


E14 9SR

Website: www.financial-ombusdman.org.uk

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


Telephone: 0800 023 4567 (free for most people from a fixed line) or 0300 123 1923 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)



As a member of the British Vehicle Rental & Leasing Association (BVRLA), you or us may refer any unresolved disputes to them.

All BVRLA brokers must adhere to their mandatory Code of Conduct, which is there to ensure the customer benefits from the highest standards of service, fair terms and conditions, transparent and accurate information, and a complaint resolution service.

The BVRLA Conciliation Service will investigate breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute.

Based on the information provided by both parties, the BVRLA will provide both parties with its findings and recommendations.

You can send any complaint to the BVRLA through the following channels:

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

Email: complaint@bvrla.co.uk

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