About Us
Complaints Procedure

CVSL views any complaint as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.

Our policy is:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

To make sure everyone at CVSL knows what to do if a complaint is received.

To make sure all complaints are investigated fairly and in a timely way.

To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

To gather information which helps us to improve what we do.

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

Contact details; CVSL Ltd, Barlow House, Barlow Road, Altrincham WA14 5HF
Tel. 0161 929 5455

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

Your full name and contact information; Full details of your complaint; Your agreement details; Details of what you would like us to do to put things right; Photocopies of any relevant paperwork.

We will try to resolve your complaint immediately; however, in the unlikely event that we are not able to resolve your complaint within 3 working days, we will keep you informed of the progress of our investigations and provide our final response in writing confirming our findings. If you are not happy with our findings then you may be eligible to refer the matter to one of the organisations detailed below.


It is CVSL's policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

  • Complaints made by, or on behalf of an eligible complainant; Eligible Complainants can either be essentially individuals, sole traders or certain small businesses
  • The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
  • The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience

Final Response

This will set out clearly CVSL's decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown. We aim to provide a final response to a complaint in the quickest possible time but in any event this will always be within 8 weeks from your initial contact in this regard.

Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

  • Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
  • Indicate whether we consent to waive the relevant time limits

Complaints settled within 3 business days

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:

  1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  2. Informs you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint)
  3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
  4. Provides the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service
  5. Refers to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service or the BVRLA Conciliation Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

BVRLA Conciliation Service

As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or CVSL Ltd may refer any unresolved disputes to them.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from CVSL Ltd will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.

The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service's findings.

You can send any complaint to the BVRLA in writing by post or by email.

Details should be submitted by email to: complaint@bvrla.co.uk
or by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court

If you have any questions relating to CVSL’s Complaints handling process, please contact us on 0161 929 5455

We are a broker member of the British Vehicle Rental and Leasing Association (BVRLA) Member no. 966.

The BVRLA is the trade body for the vehicle rental and leasing sector. The association regulates the industry through its mandatory Code of Conduct, which sets out what a customer should expect when renting or leasing a vehicle. CVSL Ltd adheres to the BVRLA Code of Conduct for Leasing brokers.

CVSL Limited is authorised and regulated by the Financial Conduct Authority (FCA) for the provision of consumer credit related brokering services only.

We are a credit broker of vehicle finance, we are not a funder or lender. FCA Firm Reference No. 657777