Our Commitment to You
After decades in the van industry, we’ve learned that building lasting relationships means being there when things don’t go perfectly. At Van Experts, we’re committed to providing exceptional service, but we also know that sometimes issues arise. When they do, we want to hear from you – and more importantly, we want to make it right.

Our Approach to Complaints

We don’t just see complaints as problems to solve – we see them as opportunities to strengthen our relationship with you and improve our service. Every complaint is taken seriously and handled by someone with the experience and authority to find a real solution.

Our goal is simple: resolve your concern quickly, fairly, and to your complete satisfaction. We’ll keep you informed every step of the way because, after all the years we’ve been in this business, we know that communication is just as important as the solution itself.

How to Contact Us with a Complaint

If any aspect of our service hasn’t met your expectations, we genuinely want to hear from you. The sooner you let us know, the sooner we can put things right.

Contact us by:

📞 Phone: +44 7837 786 920

✉️ Email: complaints@vanexperts.co.uk

📮 Post: Unit 16, Ipswich Road, Cardiff CF23 9AQ

Pro Tip: For the fastest resolution, contact the person or department you’ve been working with directly first. They know your situation best and often can resolve things immediately.

What Happens Next

Here’s exactly what you can expect when you contact us:

Immediate Response: We’ll try to resolve your complaint right away. Many issues can be sorted out with a quick conversation – that’s the benefit of dealing with experienced professionals who understand the business inside and out.

If We Need More Time: Sometimes we need to investigate further or coordinate with our industry contacts. If we can’t resolve your complaint by the end of the next business day, we’ll:

  • Keep you regularly updated on our progress
  • Give you a clear timeline for resolution
  • Provide our final response in writing, explaining our findings and the action we’ll take

If You’re Still Not Satisfied

We’re confident in our ability to resolve complaints fairly, but we also respect that you might want an independent review. Here are your options:

Regulatory Complaints:
If your complaint relates to regulated activities, you can contact:

Automotive Compliance Ltd
The Factory, 44 Alfred Street
Gloucester, GL1 4DD
Telephone: 01452 671560
Email: complaints@automotivecompliance.co.uk

Financial Ombudsman Service:
If we cannot resolve your complaint within 8 weeks, you may refer your dispute to the Financial Ombudsman Service. This service is free to use.

Consumer Helpline: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

Important: If you have a regulated contract with us and wish to refer the matter to the Financial Ombudsman Service, you must do this within six months of our final response. When we send you our final response, we’ll also provide you with the Financial Ombudsman Service’s explanatory leaflet.

Questions About This Procedure?

If you have any questions about our complaints handling process, please don’t hesitate to contact us. We’re always happy to explain how things work – it’s what we do best.

Our Promise
We’ve built our reputation over decades by standing behind our word and treating every customer fairly. When you bring us a complaint, you’re not just another case number – you’re someone we want to continue working with for years to come. That’s how we approach every complaint, and that’s our commitment to you.