At Peter Vardy, we pride ourselves on providing a World-Class experience for our guests. It is essential for the growth of our business that we meet our guest needs and resolve any complaints as soon as possible. We value your comments and feedback and will address any concerns raised in line with our Complaints Process detailed below.
The purpose of this policy is to provide information on how we will handle any complaints made to us and what you can expect from us.
How To Contact Us
We want to make it as easy as possible for you to contact us in the event of a complaint. You can contact us using any one of the following methods,
Our Complaints Process
For complaints regarding a finance agreement or insurance product. We will provide written acknowledgement of your complaint within 5 working days. We will carry out a full investigation into your complaint and provide a Final or Other Response within eight weeks from the complaint being received, we will write to you with the outcome of the investigation outlining our reasons for making our decision. If for any reason we cannot complete our investigation within an 8 week time limit we will write to you with an explanation for the delay and advise you of an estimated time for our response.
If you are unhappy with our decision and wish to take your complaint further, you can ask the Financial Ombudsman Service to investigate your complaint for you.
The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You will need to contact them within 6 months of our final response letter – and they'll ask to see the letter as summary of our investigation of your complaint.
You can find more information at www.financial-ombudsman.org.uk or they can be contacted using the following numbers
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
Calls to 0800 numbers are free when calling from a UK landline. 03 numbers cost no more than a national rate call and are included in inclusive minutes for mobiles. Charges may apply when calling from abroad.
For all other complaints please contact the Managing Partner within the branch where your vehicle or service was purchased. If you are still dis-satisfied following discussions with the Managing Partner please escalate the complaint using the contact details above.