Complaints Policy

We love hearing from you, whether that be good, bad or indifferent. Every piece of feedback we receive helps us refine our processes to provide the best service we possibly can to our customers.

At Van Ninja, we pride ourselves on the excellent standards of customer service we provide, and as such, we find that customer issues are few and far between.

In the rare event that you do have an issue or concern, you can contact any member of our team for assistance. We promise to give any issue our full attention and do our utmost to resolve it as swiftly as possible to the satisfaction of all involved.

If you wish to make a complaint, please contact us in the first instance by writing to us at our registered address:

Customer Services Department (Van Ninja)
Delaware Drive
Tongwell
Milton Keynes
MK15 8JH

Or by telephone: 01908 218111

Our Complaints Process

1. Acknowledge
We will acknowledge your complaint promptly.

2. Investigate
We endeavour to provide an update to you regarding our investigation of your complaint within 5 days.

3. Updates
We endeavour to provide you with a final response within 4 weeks of receipt of your complaint. If this is not possible, we will contact you and explain why it will take longer to resolve.

4. Timescales
In circumstances where your complaint does take us longer to investigate, we will provide a response to you within 8 weeks of your complaint. We will explain why it is taking longer and let you know when to expect the final outcome.

5. Financial Ombudsman
We are regulated by the Financial Conduct Authority, and as such we bound to operate within the rules they set out. If you are dissatisfied by the result of a complaint, or you feel it is unresolved, you have the right to refer your complaint to The Financial Ombudsman Service.

Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Web – www.financial-ombudsman.org.uk

Telephone – 0300 123 9 123 or 0800 023 4 567

Email – data.protection@financial-ombudsman.org.uk

Dawsongroup Vans Ltd T/A Van Ninja are BVRLA members & operate within their published code of conduct. If you have any complaints, you are entitled to take your complaint directly to the BVRLA via their website.