The steps we take to handle complaints
Our Commitment to You
Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.
If you have a Complaint
We define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not. Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away. To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with as much information as possible about the regulated insurance or finance product purchased at an early stage. You can notify us of your complaint through the following channels:
ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
Telephone: 0845 177 2266 or 0117 440 3700
Fax: 0845 177 2255
What happens if your complaint cannot be resolved right away in the organisation?
There may be times when we need to carry out further investigations and will not be able to resolve your complaint straight away.
Once received, your complaint will be investigated and dealt with in the following way:
By Day 7
We will try to provide you with a full reply. If this is not possible we will confirm who will be looking into your complaint.
By Day 28
Your complaint will have hopefully been investigated and a full response provided to you at this stage. However, if for any reason we are still unable to provide a full response by this time, we will contact you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with a final response.
If you are still dissatisfied
If you wish to pursue your complaint further, you can contact the Financial Ombudsman Service within six months of receiving a final response. They shall conduct an independent review of your complaint to establish if it should be upheld or rejected. The Financial Ombudsman Service is there to act as impartial adjudicator and is responsible to the Financial Conduct Authority. You can find out more about the service by contacting:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0300 123 9123.
If you have any queries about our complaints process please contact:
ITC Compliance Ltd, Complaints Department, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH.
Tel: 0845 177 22 66 or 0117 440 3700
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Summit Vans Ltd may refer any unresolved disputes to them.
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.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Summit Vans will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.
You can log a complaint to the BVRLA via their website.