Accident Specialists

Complaints Procedure

Our Procedure

We intend to provide you with a high level of customer service at all times. However, if you are unhappy in any way please contact:-

Vehicle Concepts Limited
Unit 4 Birch Garage
Manchester Road
OL10 2QD

By telephone: 01706 622244

By email:

We will attempt to resolve your complaint within three business days of receipt and a summary resolution communication letter will be sent to you. Where this is not possible, we will acknowledge your complaint promptly.

If the complaint is not resolved within four weeks of receipt, we will write to you and let you know what further action we will take. A final response letter will be issued within eight weeks of receipt.

Your custom is valuable to us and we want you to be entirely satisfied with the response and service we provide. However, should you remain dissatisfied with our response letter you may be able to refer your complaint to the Financial Ombudsman Service free of charge or the Legal Ombudsman Service. Further details are shown below.

Financial Ombudsman Service

By telephone: 0800 023 4 567

Calls to this number are normally free for people ringing from a “fixed line” phone but charges may apply if you call from a mobile.

0300 123 9 123

Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Lines are open Monday to Friday 8:00 — 20:00, Saturday 9:00 to 13:00

By email:

In writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR


To refer to the Financial Ombudsman Service you must be an Eligible Complainant.
Generally, a person is an Eligible Complainant if the person is: