LEVC Regulated Complaints Policy
This policy outlines how complaints that are regulated by the FCA will be managed.
The FCA defines a regulated complaint to be any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, any person about the provision of, or failure to provide, a financial service, which:
- alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
- relates to an activity which comes under the jurisdiction of the Financial Ombudsman Service.
All other complaints regarding goods or non-financial services will be treated as a general complaint.
How to Make a Complaint
If you would like to make a complaint, you can contact us through multiple channels:
- Email: FCA@LEVC.com
- Phone: 024 7657 2000 (Monday to Friday, 08:30 to 17:00)
- Mail: LEVC, Li Close, Ansty Park, Coventry, CV7 9RF, England
Please provide us with your vehicle’s registration number & vin, contact name, phone number, email address, and a detailed description of your complaint.
Our Complaints Handling Procedure
- Acknowledgement:
- Investigation:
- Communication:
- Resolution:
- Final Response:
- We will acknowledge receipt of your complaint within five business days.
- Your complaint will be allocated to a Complaint Manager.
- The Complaint Manager will conduct a thorough investigation, gathering all necessary information and evidence.
- Your Complaint Manager will keep you informed about the progress of your complaint and any proposed resolution.
- If your complaint involves third parties (e.g., finance providers), your Complaint Manager will liaise with them as needed and will confirm who they are liaising with and why.
- We aim to resolve complaints as promptly as possible but if we cannot resolve your complaint within four weeks from the date the complaint was made, we will provide an update for your complaint and will commit to responding again within eight weeks from the date the complaint was raised.
- If we cannot resolve your complaint within eight weeks from the date the complaint was raised, we will provide an update for your complaint and will inform you of your rights to refer the complaint to the Financial Ombudsmen Service.
- Once a decision is made, we will send you a final response letter outlining our findings and any actions we will take.
Contact Information
For further information or assistance, please contact our team at FCA@LEVC.com or call 024 7657 2000
