Complaint Process

1. If you notice an issue or problem with your vehicle:

If something goes wrong with your vehicle, and you are not satisfied with the manner issues were handled, you can make a complaint by email, contact@vanwise.com, or on the phone, 01279 216164.

2. Logging the complaint:

If it's a simple complaint, you might be able to resolve it with a phone call. However, if it can’t be easily resolved, you should make sure you log a formal complaint via email or letter. Please start by explaining what the problem is and what you want us to do about it.

3. Supplying evidence for your complaint.

If it's a complex problem, we may ask you to send us evidence of the fault. We may also ask for more information to help us understand and resolve the problem.

4. Allow us enough time to investigate.

We commit to reviewing all circumstances surrounding your purchase and providing a detailed response to your complaint within 2 weeks. If the complaint requires a 3rd party involvement (for example Main Dealer or Warranty provider) we might increase the time required to reach a decision on your complaint up to 8 weeks.

Once we conclude our investigation we will inform you via email, which normally contains a final offer and all relevant information.

At this point, you’ll need to decide if you think our response is reasonable and will solve your problem. If it isn’t, please consider contacting Automotive Compliance Ltd, or the Financial Ombudsman Service. Their contact details are provided below:

Automotive Compliance Ltd

Regulated Complaints Post: Automotive Compliance Ltd, The Factory, 44 Alfred Street, Gloucester, GL1 4DD
Telephone: 01452671560
E-mail: complaints@automotive-compliance.co.uk/

Financial Ombudsman Service

If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use. Their consumer helpline is available on 0800 023 4567 or 0300 123 9123 or you can visit their website at www.financial-ombudsman.org.uk/

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Company Info

Reg Office: London Road, Harlow, United Kingdom, CM17 9AN

Reg. Company Number: 4907341

VAT Reg. No. 830236069

Financial disclosure

Vanwise Group Ltd is an Appointed Representative of Automotive Compliance Ltd, who is authorised and regulated by the Financial Conduct Authority (FCA No 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Vanwise Group Ltd to act as a credit broker, not as a lender, for the introduction to a limited number of lenders and to act as an agent on behalf of the insurer for insurance distribution activities only.

We are a credit broker and not a lender. We can introduce you to a limited number of lenders and their finance products. We are not an independent financial advisor and we act as their agent for this introduction. We may advise you on the products, subject to your personal circumstances, though you are not obliged to take our advice or recommendation. We do not charge you a fee for our services. Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow). For your reassurance, all of the lenders we work with could pay commission at different rates, but the commission we receive does not influence the interest rate you will pay. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. If you ask us what the amount of commission is, we will tell you in good time before the Finance agreement is executed. All finance applications are subject to status, terms and conditions apply, UK residents only, 18’s or over. Guarantees may be required.

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Complaint Process