Complaints Procedure

If you have a complaint with any aspect of the service you have received from any member of staff at The Vehicle Network, we want to hear about it. Your feedback is very important to us and treating customers fairly is central to our business, therefore if you are dissatisfied, we are committed to helping you in the best possible way and providing you with a fair and reasonable complaints management process that is designed for your best interests If you wish to make a complaint, please follow these steps:

  1. Write to us with details of your complaint by post, email or alternatively contact us by telephone to discuss your complaint.
    Address: The Vehicle Network, 4 Clews Road, Redditch, England, B98 7ST

    If you wish to contact us by telephone, please call the office on 0800 781 0124, and request to speak to the Customer Relationship Officer advising that you wish to make a complaint and you will be put through to discuss details of your complaint.

  2. You can expect to receive formal acknowledgment within 5 days, it is likely that we will call you to discuss the details and clarify all relevant points in order for us to conduct a full investigation.
  3. We will then fully investigate your complaint, listen to any relevant call recordings, go through any email history and conduct any internal meetings in order to establish the cause of the complaint and any actions that need to be taken to resolve the complaint.
  4. You will then receive a formal response to your complaint within 30 days.