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Complaints Process

Complaints Handling Procedure

Last Reviewed: April 24, 2024

What to Do If You Have a Complaint

If you wish to register a complaint, please contact us:

  • In writing: Principality Motor Company Limited t/a Vanzone.co.uk

  • By phone: 02922 678010

  • By email: cancel@vanzone.co.uk

If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.

FCA Definition of a Complaint

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination.”

Our Commitment

Vanzone aims to:

  • Acknowledge and respond to your complaint within 3 working days

  • Provide a resolution within 5 working days

All complaints are logged and monitored via the Vanzone complaints log.

Financial Ombudsman Service (FOS)

Our aim is to resolve all complaints internally.
However, if you are not satisfied with our final decision letter, or 8 weeks have passed since your complaint was first received, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Note: Only complaints relating to the sale of financial services should be referred to FOS.

FOS Contact Details:

📍 Financial Ombudsman Service, Exchange Tower, London E14 9SR

📞 0800 023 4567 (free for most landlines)
📞 0300 123 9123 (cheaper from most mobiles)
📞 +44 20 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk
🌐 www.financial-ombudsman.org.uk