Complaints Policy and Procedure

If you have a complaint about us, or our services, you need to contact us at:

  • LVC Ltd, 4 Mint House, 30 Friern Park, London N12 9DA.

Alternatively you can telephone us on 020 8446 4334.

If you send us your complaint in writing, we will acknowledge your complaint in writing within five working days of receipt. If we cannot resolve your complaint within four weeks we will write to you with an update of our investigation and timescale for informing you of our decision.

If we are unable to reach a conclusion of your complaint within eight weeks of first receipt, we will provide details of the BVRLA Complaint Conciliation Service, the Financial Conduct Authority and the Financial Ombudsman Service, who you can contact about your complaint.

How we deal with your complaint

When we write to acknowledge your complaint we will tell you the name of the person who is dealing with your complaint. We will deal with your complaint in a timely manner. If we need to make further enquiries to investigate your complaint, this may delay our decision. While we are investigating we will keep you updated of progress.

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

If you disagree with our final decision you should tell us your reasons. Alternatively, you can contact the BVRLA, who offer a conciliation service. The BVRLA is Government approved as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Version 06/2019. Next review 06/2020.