Complaints Procedure

BVH Car Sales Ltd constantly strives to provide the highest level of service from the first point of contact, throughout any post-sale enquiries. However, every so often things don’t go to plan and you might come away feeling dissatisfied. Perhaps you felt that you were not treated with courtesy, or perhaps you’ve had an ongoing problem that we have struggled to fix.

Unfortunately, these things do happen. Although we strive for perfection, we know that it isn’t possible to reach that every time and that is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. Either way, your feedback helps us to continually improve what we do, and how we do it.

Rest assured that your complaint will be dealt with seriously, and quickly.

What can I do?

It is important to let us know that you are unhappy and to give us the chance to put things right. Don’t be afraid to speak to a member of staff on site – she or he might be able to sort out the problem straight away, or if not, they might be able to introduce you to someone who can. If you are still not satisfied, you should move to the formal process.

Making a formal complaint

There are several ways to make a complaint. You can contact us on the phone or face to face, or you can send your enquiry to us in a letter to BVH Car Sales Ltd. Upon receipt, BVH Car Sales Ltd will refer your complaint to the individual/department best equipped to respond to your complaint.

Your complaint will be thoroughly investigated and BVH Car Sales Ltd will provide you with the outcome of such investigations as soon as possible (please allow 7-10 working days for a formal written response). Where appropriate, you will receive details of any proposed action to resolve the reported issues and if necessary, you will be given an apology.

If you are not satisfied with the response provided by BVH Car Sales Ltd, you may be entitled to refer your complaint to The Motor Ombudsman or the Financial Ombudsman Service.

Alternative Dispute Resolution (ADR)

If you remain dissatisfied with the outcome of a dispute relating to service and/or repair, then The Motor Ombudsman can provide CTSI certified Alternative Dispute Resolution (ADR.)

If you wish to take your complaint to The Motor Ombudsman please do so via their website: or by telephoning 0345 241 3008 (option 1).

Financial Ombudsman Service

The Financial Ombudsman Service provides a free, independent service for customers to solve disputes relating to regulated activity.

The Financial Ombudsman Service will only step in once BVH Car Sales Ltd has had the opportunity to investigate matters, so please let us try to help you first.

Contact the Financial Ombudsman Service

By post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

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