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Complaints Procedure


1.          Scope

This procedure addresses how New Vehicle Solutions Ltd deals with complaints from data subjects.

2.          Responsibilities

All Employees/Staff are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the nominated person Martin Nixon / Bryn Lee Evans Director(s).

Martin Nixon / Bryn Lee Evans Director(s) is responsible for dealing with all complaints in line with this procedure.

3.          Procedure

If you have a complaint regarding any part of the service we offer, we would like to hear from you.

Firstly contact the department with which you have been dealing or alternatively, you can contact us by telephone or in writing.

Our contact details are:

Complaints Department

New Vehicle Solutions Ltd

Tremains Road, Bridgend,


Tel: 01656 654 321


To help us resolve your complaint please provide:

·       Your full name and contact information

·       Full details of your complaint

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

·       Scans/Photocopies of any relevant supporting information or 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 30 days of receipt of your complaint. 

Data subjects are able to complain to New Vehicle Solutions Ltd about:

·       how their personal data has been processed

·       how their request for access to data has been handled

·       how their complaint has been handled

·       appeal against any decision made following a complaint.

The firm will ensure that any complaints received by data subjects will be passed to Martin Nixon / Bryn Lee Evans Director(s). immediately for resolution.

Complaints are to be resolved within 30 days.

Appeals on the handling of complaints are to be resolved within 30 days.

If New Vehicle Solutions Ltd fails to act on a data subject’s access request within 30 days, or refuses the request, it will set out in clear and plain language the reasons it took no action/refusal. The firm will inform the data subject(s) of their right to complain directly to the supervisory authority. In doing so, the firm will provide the data subject(s) with the contact details of the supervisory authority and inform them of their right to seek a judicial remedy. 

If you have any concerns or complaints as to how we have handled Your Personal Data or you may lodge a complaint with the UK's data protection regulator, the ICO, who can be contacted through their website at or by writing to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

(Complaints Procedure Last Updated 10/02/2021). 


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