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Complaints Procedure

New Vehicle Solutions Limited Complaint handling procedure.

Your views are very important to us. We pride ourselves on providing a platinum level service to every customer. It is extremely important to us that all complaints are resolved as quickly and efficiently as possible to complete satisfaction of our customers.

What to do if you have a complaint:

If you have a complaint about any part of the service we offer, we would like to hear from you. To help us investigate and resolve your concerns as efficiently as possible.

Firstly contact the department with which you have been dealing.

Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved in the shortest possible time.

Our contact details are:

Customer Complaints

New Vehicle Solutions Ltd

Tremains Road



Tel: 01656 654321

Email: [email protected]

To help us resolve your problem, as quickly as possible please provide the following information:

∑ Your full name and contact information

∑ Full details of your complaint

∑ Your lease or finance agreement/vehicle details

∑ Details of what you would like us to do to put things right

∑ Photocopies of any relevant paperwork

What we will do once we have received your complaint:

We will try to resolve your complaint without delay. Sometimes this may not be possible. In the improbable event that we are not able to resolve your complaint within 24 Hours, we will keep you informed of the progress of our investigation. We will send you an acknowledgement within five business days from us receiving your complaint.

We will provide our final response in writing, including our findings and the action we will take. We will do our utmost to send this final response within 14 days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

If your complaint pertains to Discretionary Commissions applicable to agreements prior to January 28th, 2021, the standard eight-week response time limit is currently paused. Instead, a temporary final response time limit of 9 months will be in effect.

What to do if you are not happy with our decision:

BVRLA Conciliation Service

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by us (New Vehicle Solutions Limited). The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Details should be sent by email to: [email protected]

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



The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from New Vehicle Solutions Limited will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

Financial Ombudsman Service

If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.

Details should be sent by email to: [email protected]

If you do not have access to email, details can be sent by post to:

The Financial Ombudsman Service

Exchange Tower


E14 9SR

You must do this within six months of our final response. If you have any questions relating to our complaints handling procedure, please contact us on 01656 654321

Registered Office:

New Vehicle Solutions, Tremains Road, Bridgend, South Wales, CF311TZ
Company Registration Number: 8572112 – VAT Number: 166595858 

New Vehicle Solutions Ltd is authorised and regulated by the Financial Conduct Authority, our firm reference number for consumer credit is 685872 New Vehicle Solutions Ltd is an Appointed Representative of AutoProtect (MBI) Limited which is authorised and regulated by the Financial Conduct Authority for Insurance Mediation, their reference number is 312143.

We are a credit broker and not a lender.

We are permitted to conduct Credit Brokering, Debt-Adjusting and Debt-Counselling in connection with the whole or partial settlement of credit agreements for vehicle finance and consumer hire agreements.

New Vehicle Solutions Limited does not and will not charge any fees for providing any Consumer Credit services. 

Some of our lenders may charge administration fee’s to set up your agreement. 

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). The lenders we work with could pay commission at different rates. However, the amount of commission that we receive from a lender does not influence the amount that you pay to that lender under your credit agreement. Any renumeration amounts can be requested by emailing [email protected] prior to the conclusion of the transaction. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders. 

Error and omissions excepted

Adopted on: 08/05/2015

Last date reviewed: 01/08/2023

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Page Last Updated: 30/01/2024
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