Novuna Vehicle Solutions is committed to ensuring that our customers are at the heart of our business and our products and services are designed with this in mind. We know we do not always get everything right but if things do go wrong, we will do our best to clear things up quickly and in a fair manner, considering individual circumstances to provide good outcomes for our customers.
How to get in touch
Whilst your complaint is being investigated, you will receive updates on the progress of the investigation either by telephone or in writing. The information shown below provides an overview of how we deal with complaints, how long it takes, and who to get in touch with.
Motor Finance Complaints
The Financial Conduct Authority has announced it will be completing a review of the motor finance market and has introduced temporary rules that may impact how we investigate and respond to these complaints. Further information on the changes can be found here.
What happens next?
Once we have received your complaint, we will try to resolve it straight away or within 3 working days from receipt, and will provide you with a Summary Resolution Complaint letter. However if we have been unable to resolve your complaint within 3 working days, we will follow the steps below:
Within 5 working days of receiving your complaint: We will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised.
Within 8 weeks: We will provide our final response with full details including the outcome of our investigation. If we are unable to resolve your complaint within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
What happens if I am not happy with the outcome?
We want to be able to resolve your complaint to your full satisfaction however, if you feel our response to your complaint does not fully address all your concerns, please let us know so we can understand if there is anything more we can do. If you are not satisfied with our response to your complaint, you may be able to refer the matter to the Financial Ombudsman Service. We will advise you in our final response letter to you.
The Financial Ombudsman Service offers a free, independent complaint resolution service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in exceptional circumstances.
They can be contacted in the following ways:
- Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- E-mail: complaint.info@financial-ombudsman.org.uk
British Vehicle Rental and Leasing Association
Novuna Vehicle Solutions are members of the British Vehicle Rental and Leasing Association (BVRLA) and adheres to their Codes of Conduct. If you are dissatisfied with the outcome to your complaint, the BVRLA offers a free Alternative Dispute Resolution (ADR) Service and will investigate whether Novuna has complied with their Codes of Conduct.
Complaints can be referred by the following methods:
- Website: BVRLA Making a complaint (ADR)
- Write: British Vehicle Rental and Leasing Association
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