PHVC Complaints Procedure

What to do if you have a complaint

Our aim is always to provide our customers with a high level of service at all times, however, we appreciate sometimes things can go wrong. If for any reason we have not met your expectations, let us know as soon as possible, by calling our PA to the directors on 01489 563124. Or, alternatively by e-mail to complaints@phvc.co.uk If your prefer to write to us you can by:-

Letter to: Paul Huxford Managing Director
PHVC Limited
1650 Parkway, Solent Business Park,
Whiteley, Fareham,
Hampshire. PO15 7AH

If we are unable to resolve the issue to your satisfaction by the end of the next business day, we will formally investigate the matter for you. We will write to you acknowledging your complaint and we will keep you updated throughout our investigation. We will investigate and provide a resolution as quickly as possible and will issue a final response no later than 8 weeks from receiving your complaint.

If you remain unhappy, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) for an independent assessment and opinion.

Consumer helpline

Monday to Friday – 8am to 8pm

Saturday – 9am to 1pm

  • 0800 023 4567 
free for people phoning from a “fixed line” (for example, a landline at home)
  • 0300 123 9 123 
free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02
  • Happy to phone you back.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk

Alternatively, we are members of the BVRLA (British Vehicle Rental and Leasing Association); you the customer may refer unresolved disputes to the BVRLA.

Conciliation Service

Email to complaint@bvrla.co.uk

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham, HP7 0DD

A copy of our complaints procedure is available on request.

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