Complaints Procedure

It is the aim of MW Vehicle Contracts 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 by calling 0116 2599548, email us at customerrelations@mwvc.co.uk or by post to M W Vehicle Contracts, Unit 24, Park Farm, Business Park, Billesdon, Leicester, LE7 9FN  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. 

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

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

We will try to resolve your complaint immediately however, sometimes this may not be possible.  In the event that we are unable to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations.   For complaints classified as regulatory, we will provide you with our final response in writing within a maximum period of 8 weeks. This will confirm our findings and the actions you may then take should you remain dissatisfied with the outcome. If we are unable to resolve a complaint to your satisfaction you have the option to raise the complaint with a dispute resolution service.

The BVRLA offer an approved Conciliation Service should we not be able to resolve a complaint to your satisfaction. Details can be found at www.bvrla.co.uk.

Eligible complainants have the option to use the Financial Ombudsman service should we not be able to resolve a complaint to your satisfaction.  You must do this within six months of our final response.  

In order to be eligible to use this service you must be:

•    A private individual
•    A microenterprise with a turnover or annual balance sheet that does not exceed two Million euros and fewer than 10 employees
•    A small business with a turnover of less than £6.5 million or a balance sheet total of less than £5 million, and fewer than 50 employees.  
•    Charities with an annual income of less than £6.5 million
•    Trustees of a Trust with assets of less than 5 million.

Further details are available at www.financial-ombudsman.org.uk

If you have any questions in relation to our Complaints Handling Procedure, please contact our Customer Relations Manager, Michael Christmas who will be happy to assist you.