Complaints Procedure (1.3-1.8)

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 or after sales care please contact us:

Address:

Redefined by VIP Limited
Cardiff Marine Village
Penarth Road
Cardiff
Wales
CF11 8TU

 

Telephone:
(029) 20226558

 

Email:
jessica@redefinedbyvip.com

 

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 provide you with an acknowledgement of your complaint within three days and 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

E-mail: complaint.info@financial-ombudsman.org.uk

 

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.