Complaints Procedure
A "Car Finance Complaints Procedure" outlines the steps and guidelines for customers to follow when lodging a complaint about car financing services, ensuring their concerns are addressed fairly and efficiently.
Vendor Finance aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.
If you are not happy with Vendor Finance please tell us If you are unhappy about any Vendor Finance’s service, please speak to the relevant staff member, manager or Director.
If you are unhappy with an individual in Vendor Finance sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or the Director.
Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days
Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive. (If your complaint is about the Director/Chief Executive), please write to the Chair.)
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered
If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.
Finally, please also let us know if you are happy with Vendor Finance’s services.
Resources The following resources are useful in keeping your policies and procedures up-to-date:
- Code of Good Governance: Developing a Complaints Procedure
- Equality & Human Rights Commission: Complaint Policy & Procedure