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2nd Apr 2020 - We supply all makes and models at competitive prices please ring or email your exact requirements!

Complaints procedure

Complaint Policy & Handling Procedure

Reliance Vehicle Management Ltd (RVM) is committed to providing the highest levels of service to customers. Should you feel in any way dissatisfied with the service you have received from us, we will attempt to resolve the matter promptly and fairly. If you have a complaint we will treat it seriously.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

What you should do if you wish to make a Complaint:

We have appointed Steve Johnson to deal with complaints. If you have a question or if you would like to make a complaint, please don’t hesitate to contact him. His contact details are: Tel: 01606 272092, Email:

We will try to resolve your complaint immediately, however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

Alternatively, you can let us know by writing to us at:
Reliance Vehicle Management Ltd, The Old Smithy, Brooks Lane, Middlewich, Cheshire, CW10 0JH
Please provide full details of your complaint and what actions will resolve it.

What to expect once we have received your complaint

We will try to resolve your complaint immediately. Some complaints can take a little time to resolve where we may be required to liaise with third party suppliers. If you have told us by telephone or in person we will write to you within 3 working days of you informing us. If you have written to us with your complaint we will contact you within 3 working days of receiving your letter. At this stage we will give you an understanding of your case. We will also invite you to make any further comments that you have in relation to your complaint and ask you to confirm that our understanding of the complaint is correct. Within 10 days of receipt of your written summary, Steve Johnson will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take. We may feel it appropriate at this stage to refer your complaint to a 3rd party, such as one of our finance companies or vehicle suppliers, if we feel that your complaint does not directly relate to any wrongdoing on our part.

If you are unsatisfied with our handling of your complaint

If you are unsatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, as a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), we can refer it to them for consideration. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from Reliance Vehicle Management will be sent to the BVRLA within 5 working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.The BVRLA aims to resolve complaints through the Conciliation Service within 30 working days and as members we must comply with the Conciliations Service’s findings.

BVRLA Conciliation Service Address:
BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD Web:
• Email:

Financial Ombudsman Service

If you remain unhappy with the result of any of the above, or if your complaint has not been satisfactorily handled within 8 weeks of initial contact, and you have a regulated consumer contract you can refer your complaint to the Financial Ombudsman within 6 months from our final response.

Their contact details are:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall,London, E14 9SR. Tel: 0800 023 4567

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

Our complaints process does not affect your right to seek independent legal advice

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