Complaints Policy

Eurodrive Motor Finance, a trading style of European Vehicle Contracts Ltd, is committed to providing the highest levels of service to our customers. We are fully authorised and regulated by the Financial Conduct Authority (FCA) licence number 649225. Should you feel in any way dissatisfied with the service you have received from us, we will endeavour to resolve the matter promptly, fairly and efficiently.

The following information summarises the steps we will take in the event that you have a complaint.

The efficient and timely handling of complaints is very important to us and as a key aspect of our customer service delivery; we are constantly striving to improve our processes in this area as our business grows.

We take all customer complaints extremely seriously and in accordance with the principles of Treating Customers Fairly we are committed to continually enhancing our customer service by resolving all complaints promptly.

Eurodrive Motor Finance takes all complaints seriously. If you are unhappy with the service you have received, please contact us by telephone and we will endeavour to resolve the matter straight away. Alternatively, if you want to write to us, please send your complaint to: Complaints Department, Eurodrive Motor Finance, European House 9/10 Apex Business Village, Annitsford. Newcastle upon Tyne NE23 7BF. 

Some complaints do take a little time to resolve, particularly where we have to liaise with third party suppliers or obtain documents from storage. If we can’t resolve your complaint by the end of the next working day following receipt of your complaint we will write to you and acknowledge your complaint within 5 working days of receiving it and confirm who will be dealing with the matter for you.

Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution. Our maximum response time for our Final Response is 8 weeks; this is in line with regulatory timescales.

In the event that we have been unable to complete our investigation and send you a final response letter within 8 weeks, we will provide you with a written update and inform you when we expect to be able to send you our Final Response. Clearly we would prefer to resolve any concerns you raise with us directly. However, following the issue of our Final Response, or the expiry of the 8 weeks, we will inform you of your right to go to the Financial 

Services Ombudsman (FOS).

With our Final Response or at the 8 week point we will enclose a FOS consumer leaflet for your information explaining the referral process should you remain unhappy. Please note that should you decide to refer this matter to the FOS, you will have six months from the date of our Final Response letter in which to do so.

The FOS provide a free consumer complaint referral process. Following our complaints process does not affect your right to seek independent legal advice. 

FOS can be contacted at: Financial Ombudsman Service, ExchangeTower, London, E14 9SR

Email Address: complaint.info@financial-ombudsman.org.uk