Complaints Handling Procedure

It is the aim of Marpol Vehicles to provide a very high standard of service to every
client. It is important to us that all complaints are resolved as quickly as possible and
to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what
you can do if you think your complaint has not been resolved to your satisfaction.

Marpol Vehicles

If you have a complaint​

If you have a complaint about any aspect of our service then we would like to hear
from you. You can contact us by telephone, email or in writing and your complaint
will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
Email: Telephone: 01685 876253
Or write to us at: Marpol Vehicles, New Cardiff Road, Aberdare, CF44 7RA.
To help us to investigate and resolve your concerns as quickly as possible please
provide the following information:
• Your full name and contact information
• Full details of your complaint
• Your finance agreement details
• Details of what you would like us to do to put things right
• Photocopies of any relevant paperwork

What we will do if we receive a complaint from you

We will try to resolve your complaint immediately; however, sometimes, this may not
be possible. In the unlikely event that we are not able to resolve your complaint by
the end of the next business day, we will keep you informed of the progress of our
investigations and provide our final response in writing with details of our findings
any actions undertaken.
If you are not satisfied with our resolution of your complaint:

Financial Ombudsman Service

If you have a regulated contract with us and are not satisfied with our final response
you are eligible to refer the matter to the Financial Ombudsman Service. You must
do this within six months of our final response. When we send you our final response
we will also provide you with a copy of the Financial Ombudsman Service’s
explanatory leaflet (for more information please see