Our Customer Services team are here to help you between 9am and 5.30pm Monday to Friday.
Email us – Customer care
Call us - 02920 534300
If you would like to write to us our address is: Vansdirect Ltd, 6 The Courtyard, Imperial Park, Newport, NP10 8UL.
For any vehicle warranty & breakdown issues that you may encounter during the life of your vehicle the manufacturer’s contact numbers can be found here – Warranty and Breakdown Contact Numbers
In the rare occasions that issues occur, at Vansdirect we are committed to treating customers fairly and promptly. Below you will find a simple outline of our complaint handling procedure and details of the regulatory & industry bodies by which we are regulated.
View our Treating Customers Fairly policy.
Vansdirect are authorised and regulated by the Financial Conduct Authority. Our Financial Conduct Authority Register number is 690205. We are a credit broker rather than a lender and offer credit from a selected panel of lenders.
Our full FCA information page can be found here – FCA Initial Disclosure Document
We will acknowledge your complaint promptly.
We will endeavour to provide you with an update to our investigation of your complaint within 5 days.
We will endeavour to provide a final response to you within 4 weeks of receipt of your complaint. Otherwise we will contact you and explain why it will take us longer.
Where it does take us longer to investigate, we will provide a response to you within 8 weeks of your complaint we will explain why it's longer and let you know when to expect the final outcome.
5. Financial Ombudsman
If, in the rare case that we are unable to resolve your complaint to your satisfaction, you may be entitled to escalate your complaint to the relevant regulatory body; For financial products you may be able to refer to the Financial Ombudsman - click here. For other matters, you may be able to refer to the BVRLA (British Vehicle Rental & Leasing Association) - click here for full details.