Complaints Procedure



Complaints Handling Procedure

It is the aim of H N Vehicles Ltd 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:

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 the appropriate person will resolve your complaint 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.

We will acknowledge receipt of the complaint by your preferred method within three working days

We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved

To register a complaint contact us by either:

Email: info@hnvehicles.com

Calling us on: 01254 825881

Or write to us at: 29 Beech Drive, Whalley, BB7 9RA

If you feel we did not resolve your dispute satisfactorily you can contact the BVRLA Conciliation Service. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days. 

Email: complaint@bvrla.co.uk

Or, 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

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.

Contact details for the Financial Ombudsman Service:

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

Telephone Number: 0800 023 4567

Or write to them at: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at: 29 Beech Drive, Whalley, BB7 9RA

 

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