Complaints Procedure

At Lombard Vehicle Solutions, we aim to provide our customers with high service standards. However, we understand that there may be occasions when you feel that you have cause for complaint. In such instances, we want to put things right first time and with the aid of your comments can improve our services still further.

How to contact us

You can contact us with details of your complaint by letter, e-mail, or telephone. If you write to us, please address your complaint to the Complaints Team, Lombard Vehicle Solutions, Oakwood Park, Lodge Causeway, Fishponds, Bristol, BS16 3JA. Should you wish to register your complaint verbally, please contact your Sales consultant or Account Manager or the Complaints Team on 0117 908 6589. If you wish to contact us by e-mail, please title your e-mail “Quality Department” and send to This email address is being protected from spambots. You need JavaScript enabled to view it.

What happens next?

We will acknowledge your complaint within five working days of receiving it. We will always deal with complaints as quickly as we can and will carry out a full and impartial investigation of the issues you raise, although some complaints may take longer to resolve. If the investigation is still incomplete after eight weeks, we will write to you again and explain what stage the process has reached and how we are planning to proceed.

Financial Ombudsman’s Service

If you are not satisfied with our conclusions or decisions or if our investigations are not completed within eight weeks, if you are an eligible complainant (e.g. a consumer, micro- enterprise, small charity or small trust), you may refer your complaints to the Financial Ombudsman Service. We can provide you with details of how to do this. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR

Tel: 0800 023 4567
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.    
Web: financial-ombudsman.org.uk/consumer/complaints.htm

Leaflets on their service are also available upon request.

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 receiving Lombard Vehicle Solutions final response.

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 very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

If you are not eligible to refer your complaint to the FOS, you may still escalate your complaint to the conciliation service run by the British Vehicle Rental & Leasing Association (BVRLA), if you so wish. Their complaint form can be accessed from the following URL:

bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

and e-mail it to This email address is being protected from spambots. You need JavaScript enabled to view it. (or fax: 01494 434 499).

Alternatively you can write to:

The Chief Executive,
BVRLA,
River Lodge,
Badminton Court,
Amersham,
HP7 0DD

Either party involved in the complaint can ask for the matter to be escalated to the BVRLA’s formal conciliation service. Any decisions made by this body are binding on BVRLA members.

Consumers and those not eligible for consideration by the Financial Ombudsman may also refer a complaint for conciliation by the Finance & Leasing Association (FLA).

Their complaint form can be accessed from the following URL:

fla.org.uk/index.php/complaints-form

For further information visit their website: fla.org.uk/index.php/consumer-information/how-to-make-a-complaint2

Alternatively you can write to:

The Compliance Manager,
Finance & Leasing Association 2nd Floor
Imperial House,
15-19 Kingsway,
London,
WC2B 6UN

Tel: 020 7836 6511
Fax: 020 7420 9600

This does not affect your statutory rights.