Complaints Procedure

Introduction

We always aim to provide a high standard of care in all our services. Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

If you have a complaint regarding our services.

If you wish to make a complaint about any of our services, please do so by letter, email or phone by using the contact details below:

Name: Deborah Tinant
Job Title: Managing Director
Company Name: Bury Van Hire Limited
Limefield House
Limefield Brow
Bury
BL9 6QS

Tel: 0161 797 6217
Email: d.tinant@buryvanhire.co.uk

Our procedure

We will acknowledge receipt of the complaint by customers preferred method within three working days

We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved.

We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-financial complaints can be directed to Trading Standards

The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk