Complaints Procedure 


Should there be an occasion where you feel we have failed in our service to you, we will do everything possible to ensure that your complaint is dealt with fairly and promptly. 

If you wish to make a complaint, this policy explains who you need to contact and our complaint procedure. 


Complaints relating to enquiries, sales, logistics, delivery or after sales care please contact: 

VIP Group, Cardiff Marine Village, Penarth Road, Wales, CF11 8TU. 

Telephone: (029) 20226558 


Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material. 

For complaints relating to the finance agreement or problems with the manufacturing of the vehicle itself we will help to put you in touch with the relevant provider, which will also be named on your financing documentation. 


Our promise of service: 

We will aim to provide you with a full response within four weeks of the date we receive your complaint and our response will be our final decision based on the evidence presented. If for any reason there is a delay in completing our investigations, we will explain why and tell you when we hope to reach a decision, which will always be within eight weeks of us receiving your complaint. 


Should you remain dissatisfied or fail to receive our final decision within eight weeks of us receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) at: Exchange Tower, Harbour Exchange Square, London, E14 9SR 

Telephone: 0800 0234 567 or 0300 1239 123 


Please note that if you wish to refer this matter to the FOS you must do so within 6 months of our final decision. You must have completed the above procedure before the FOS will consider your case.


Unresolved disputes may be referred to the BVRLA by either the customer or the member involved. Details should be submitted online at making-a-complaint-adr.html If the customer does not have access to the internet, details can be sent by post to: British Vehicle Rental & Leasing Association River Lodge, Badminton Court Amersham, HP7 0DD The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Dispute Resolution Service within 30 days. Members must comply with the Dispute Resolution Service’s findings.