Complaints Policy

If you wish to register a complaint please contact Richard Hipkiss, Managing Director in writing at Fleet Operations, Fleet House, Maries Way, Silverdale Business Park, Silverdale, Newcastle-under-Lyme, ST5 6PA or by telephone on 0333 577 9557. Our internal complaints procedure is available on request.

BVRLA's Conciliation Service

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 customer must have first fully exhausted the member’s own internal complaints procedure and received their final decision. Details should be submitted by email to: If the customer does not have access to email, details can be sent by post to BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD - Fax: 01494 434499.

The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Customers should send any evidence they wish to be considered with their complaint form, as the Conciliation Serviced is an evidence-based service. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

You may be entitled to refer a complaint against us to the Financial Ombudsman Service if you are not satisfied with our response. The contact details are as follows:

The Financial Ombudsman Service,
Exchange Tower
E14 9SR

Tel: 0800 023 4 567