It is the aim of Online Motor Group Ltd T/A NewVansOnline.co.uk 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 clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
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. 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.
If on the rare occasion we cannot resolve the complaint, either you or ourselves may refer the unresolved complaint to the BVRLA conciliation service. Details should be put in writing or by email to:
Chief Executive British Vehicle Rental and Leasing Association
For further details please refer to the BVRLA website where you can find the code of conduct.
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 providing our findings and the action to then take.
As an organisation we are committed to treating our customers fairly, before, during and after a sale.
Before the sale you can expect:
1. To have any significant and unusual exclusions or exceptions to the policy brought to your attention
2. A clear statement of price, including where applicable a breakdown of any interest charges .
3. Details of your cancellation rights and our complaints procedure.
4. Copies of your policy documentation or information as to when these documents will be dispatched
After the sale you can expect:
1. Not to encounter any barriers to cancelling your policy within regulatory agreed timeframes.
2. To have any complaint dealt with in a timely and professional manner.
If at any time you feel you have not been treated fairly by any member of our staff please contact us at the address or telephone number above.
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. You should write to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0800 023 4567
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 providing our findings and the action to then take.
To register a complaint contact us by either:
Calling us on: 01472 563600
or write to us at:
Online Motor Group Ltd T/A NewVansOnline.co.uk
1 Cemetery Road
If you have a regulated contract with us and are not satisfied with our 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 our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.