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Complaints

COVID-19 Update: In order to protect our staff, our Customer Resolutions Team will be communicating in writing until further notice. During this time, the Team are unable to receive inbound calls and they will only make outbound calls in exceptional circumstances.

We aim to provide you as the customer with the highest standards of service. However, there may be occasions when we do not get it right, or fail to meet your expectations. If this happens we encourage you to contact us so that we can put matters right.

You can make your complaint by contacting our Customer Resolutions Team by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by logging onto your V12 Self-Service account and sending us a secure message.

You can also make your complaint in writing to us at the address below. As a precaution we have reduced our staff levels, with fewer colleagues in the office, therefore complaints via this channel may take longer to process.

V12 Retail Finance
20 Neptune Court
Vanguard Way
Cardiff
CF24 5PJ

We aim to resolve your complaint by the end of the third business day following receipt of your complaint. If we resolve it during this time, we will send you a Summary Resolution Communication (SRC) in the post to confirm your complaint was dealt with to your satisfaction. Should we be unable to resolve your complaint within three business days of it being brought to our attention, we will write to you to acknowledge your concerns by the end of five business days. We will confirm that we will carry out a full investigation and provide you with contact details for the Customer Resolutions Team. We will provide you with an update on the progress of our investigation by four weeks if we have been unable to complete our investigation by then.

Should we resolve your complaint by eight weeks, we will write to you again with a final response letter detailing our findings. If we are unable to provide a final response at this time, we will send a letter detailing why there has been a delay and confirm when we expect to send you a final response.

In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.

Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk.

If your complaint is about goods or services bought online, this can be raised via the European Commission's online platform for dispute resolution http://ec.europa.eu/consumers/odr/.

View customer complaints data for firms associated with V12 Retail Finance Limited.