Complaints Procedure

What we will do if you complain?

If you have a complaint about us, you should let us know by writing to us at:

Customer Service Manager, VehicleFlex, 6 Cornmarket, High Wycombe, HP11 2BW or by telephoning us on 01494 769360

Most difficulties can be resolved at an early stage by talking informally with your Account Manager, at the earliest opportunity.

What we will do if you complain?

Timescales for dealing with your complaint

If you send us your complaint in writing, we will write to you within five working days to let you know we have received it.

If you inform us of your complaint by telephone or in person we will write to you within five business days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct.

If we cannot resolve your complaint within four weeks of receipt, we will write to update you about our investigation and to tell you when we will write to you informing you of our decision.

If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the Financial Ombudsman Service which you can contact about your complaint.

How we will deal with your complaint

When we write to advise you we have received your complaint, we will tell you in that letter the name and job title of the person who is dealing with your complaint. If you have any queries while we are dealing with your complaint, you should contact the person named in that letter.

We will deal with your complaint as quickly as we can. If we have to make a lot of enquiries to investigate your complaint, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information.

While we investigate your complaint we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review.

We will only use the personal details you give us (when you make your complaint, or later on) to help us deal with your complaint as set out in this complaints handling procedure. The way we use your personal details will comply fully with the Data Protection Act 1998. For more details about how we use your personal details, please see our Privacy Policy

How we will reach our decision

When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.

We will assess complaints according to the law and the principles and guidance produced by our regulators – The Financial Conduct Authority (FCA) – the Office of Fair Trading.

Telling you about decision

If we can’t reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.

What if you are not happy with our final decision?

If you disagree with our decision you should contact us. Alternatively, if you cannot settle your complaint with us, you may want to refer the complaint to the BVRLA Conciliation Service by e-mailing We will cooperate fully with the BVRLA.

Alternatively, you can contact the Financial Ombudsman Service with your comments. You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.

If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.

Should you remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case. We will cooperate fully with the Financial Ombudsman.

You should telephone on 0800 023 4567 or write to:

Financial Ombudsman Service

Exchange Tower


E14 9SR

Or email

Consumer credit is not covered by the Financial Services Compensation Scheme (FSCS)


VehicleFlex are different because you’re all different. If you operate a business, you’ll pride yourself on what sets your business apart from the crowd and so you should. As an individual, you don’t want to just follow the flock, you want to express your individuality.

The key to our process is investing the time in really understanding you and your needs. It’s this intimate knowledge that allows us to create the perfect combination of financial product and vehicle to give peace of mind throughout your contract. To us, relationships are key as people buy people and that’s why we’re here for you all throughout your entire contract for support and guidance.

At VehicleFlex, we’re mixing the modern and the traditional. We’ve created an innovative Flex Tool that helps you to understand the right finance options for your needs. However, we believe that no matter how comprehensive you make your website, it can never replace the knowledge and experience of our staff, that’s why we know that listening to you will always deliver the best result for you.

Our staff always work to our core values of:

  • Relationship
  • Expertise
  • Quality
  • Service

So let’s get started! Contact us now and experience the VehicleFlex difference for yourself


At VehicleFlex, old school service levels and individual relationships are at the heart of what we do. To that end, all of our staff work to our customer charter to ensure we deliver a truly exceptional experience to you.

Compromise – at VehicleFlex we won’t compromise on any element of your transaction. We only work the best finance partners in the UK where we have long standing relationships and we will only ever work with partners and suppliers we know share our high standards. That way, we can guarantee a you only receive the best service levels throughout.

Partnership – for us, our relationship with you will be a partnership. It’s not about us trying to sell you something and you trying to get the best price. It’s about working together to source you the right product to meet your needs within your budget.

Transparency – there’s a lot to consider when financing your vehicles and there can be many grey areas. At VehicleFlex being open and honest with our customers at all times is crucial to us. We want to ensure that you’re fully informed on every aspect and comfortable that it is right for you, before you proceed.

Respect – at VehicleFlex, all of our customers get treated with the same high level of respect; regardless of whether you’re a private individual with one vehicle or a Fleet Manager with 50. Without our customers, we have no business.

Problems – there are a host of moving parts to the process of supplying a new vehicle and problems are unavoidable at times. However, it’s how we rectify them that’s really important. All our staff understand the importance of each transaction to our customers and therefore making intelligent, quick decisions to rectify any issues and ensure your satisfaction.