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


Complaint Procedure


 It is our aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.


Here, we explain how we will deal with any complaints and what to do if you think your complaint has not been resolved to your satisfaction.


What to do if you have a complaint


If you have a complaint about any aspect of our service, we would like to hear from you.

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

Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time.

Our contact details are as follows:

Complaints Department Professional Vehicle Solutions Ltd

97a Macclesfield Rd



Tel: 01625 871555

Fax: 01625 872555



To help us resolve your problem, you should provide the following information:

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


What we will do if we receive a complaint from you


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. We will send you an acknowledgement within three business days from us receiving your complaint.


We will provide our final response in writing, including our findings and the action to then take. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

When we receive a complaint, we implement the following procedure :-


  • We issue a Complaint Reference Number, which is notified to you within 3 business days of receipt of the complaint
  • We appoint a Claims Handler and give you’re their name and job title within 3 business days of receipt of the complaint
  • We will send you written acknowledgement of receipt of your complaint within 3 business days
  • We will contact you for ant further information we may require and for clarification if needed.
  • We will fully investigate your complaint taking into account all the relevant details
  • We will keep you informed of our progress
  • We will discuss with you our findings and proposed response
  • We will endeavour to deliver our final response within 10 working days but no later than 8 weeks from receipt as stipulated by the Financial Conduct Authority.


Does the complaint apply to Professional Vehicle Solutions Ltd or the Finance Provider / Manufacturer / Motor Dealer

Customers sometimes express dissatisfaction to us about their product provider/funder. If this happens,  we will establish whether your complaint relates solely to the advice or service given by us or the service/performance of your funder/product provider or vehicle manufacturer. If unclear, this should not delay investigation, we will therefore proceed with our own investigation. Your Claims Handler  will review this matter and take the complaint directly to the third party, if appropriate, in consultation with you. In cases where third parties have clearly caused 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 you with their contact details.


Our Investigation

Your claims handler will work with the relevant departments to establish the nature and scope of your complaint taking into account the directives of the Financial Conduct Authority and

  • Deal with the complaint fairly and promptly
  • Provide a clear and fair response.

All complaints are dealt with as if they fall within the scope and jurisdiction of the Financial Ombudsman Service


FCA Regulations

  • Complaints made by, or on behalf of an eligible complainant.   Eligible Complainants are essentially individuals and certain small businesses
  • The Complaint must relate to the provision of or failure to provide a financial service or a redress determination and
  • The Complainant must allege that they have 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 appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in our final response. If dealing with an eligible complainant and a regulated activity, we will:

  • Explain that you must refer the matter to the Ombudsman within six months of the date of the letter or the right to use this service is lost
  • Indicate whether we consent to waive the relevant time limits

If we can deal with your complaint within three working days we will:-

Send you Response Letter which will refer to the nature and detail of your complaint, confirm that we have considered and investigated the complaint and feel that it has been resolved to your satisfaction

  • We will tell you what to do if you are not happy with the resolution – Options may be
  • To refer the complaint back to us for further consideration
  • Refer the complaint to the Financial Ombudsman Service (FOS) or BVRLA  and provide you with their details
  • Indicate whether we agree to waive any time limits
  • Direct you to where you might find further information about the FOS or BVRLA

Complaint Closing

Once we have sent you our final response, we will consider that the complaint is closed. This does not 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 are unhappy with our response/decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.

Financial Ombudsman Service

You may be able to refer your complaint 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.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

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

Website: www.financial-ombudsman.org.uk


BVRLA Conciliation Service

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you may be able to refer any unresolved disputes to them.

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.

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

The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members 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: 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

If you have any questions relating to our handling process, please contact us on 01625 871555 or email contact@pvsol.net


Professional Vehicle Solutions Ltd is Authorised and Regulated by the Financial Conduct Authority under FRN 660146 and is a Credit Broker not a Lender.







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