Complaints

If something has gone wrong, this is how to tell us and what happens next.

Last updated: 6 September 2026

Tell us first

Most things are fixed fastest by telling the person you have been dealing with. If that has not worked, or you would rather not, complain to us directly using any of these:

Email: info@rapidvehiclesolutions.com — put “Complaint” in the subject line so it is routed straight away.
Telephone: 01493 236071
Post: Rapid Vehicle Solutions Ltd, Wellington Mill, Bolton Road, Blackburn, England, BB2 3PZ

You do not have to complain in writing, and you will not be treated differently for complaining.

What to include

The more of this you can give us, the faster we can deal with it:

Your name and a phone number or email address we can reply to.
Your agreement or application reference, if you have one — an application reference starts with RVS and the year, for example RVS-2026-K7M4QX.
The vehicle, if the complaint is about one.
What happened, and when.
What you would like us to do to put it right.

What happens, and when

Stage	Timescale
We acknowledge it — in writing, telling you who is handling it.	Within 3 working days
We investigate — we may come back to you for more detail. If it is going to take longer than we expected, we will tell you why rather than go quiet.	Kept updated at least every 4 weeks
We send a final response — what we found, what we are doing about it, and what to do if you are not satisfied.	Within 8 weeks

If you are not satisfied with our answer

Say so, and tell us why — often a complaint turns on something we misunderstood. If we still cannot agree, these routes are open to you and none of them costs you anything.

If your complaint is about your personal data

You can complain to the Information Commissioner’s Office, the UK’s independent data protection regulator. You can go to the ICO without coming to us first, though we would rather have the chance to fix it.

Online: ico.org.uk/make-a-complaint
Helpline: 0303 123 1113
By post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

What we hold and why is set out in our privacy policy.

If your complaint is about a finance agreement

[TBC — whether the Financial Ombudsman Service is available. It is open to eligible complainants about firms that are FCA authorised or acting as appointed representatives. Confirm the company’s status before this section names the FOS, because a customer told they may refer a complaint when they may not will have lost the time in which to do something that would have worked.]

Where the Ombudsman is available, a complaint is normally referred within six months of our final response, and our final response will say so explicitly and enclose the Ombudsman’s leaflet.

If your agreement is with a funder rather than with us, your complaint may be one for them. We will tell you that rather than leave you to work it out, and we will pass it on with your permission.

Trade body

[TBC — BVRLA membership. If the company is a member, its conciliation service is a free route for a leasing dispute and should be named here with the membership number.]

The courts

Nothing here affects your right to take a claim to court, or your rights under the Consumer Rights Act 2015.

How we use complaints

We record every complaint, what caused it and what we changed. A complaint that gets fixed for one person and not for the next one has only been half dealt with.