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Complaint procedure

 

If you’re not happy then we’re unhappy too. Please call us on 01606 545 900 or drop us a line at customer.services@tilsungroup.com and we will do our best to help you. Alternatively you can write to us at Tilsun Vehicle Contracts Limited, 5 Verity Court, Pochin Way, Middlewich, Cheshire CW10 0GW.


We will acknowledge your complaint in writing within five days and will aim to resolve your complaint within four weeks of receiving it. We may have to speak with other companies and suppliers in order to resolve your query but we promise to keep in touch and write to you within four weeks about our progress.


If you're unhappy with our final decision you can also contact the British Vehicle Rental and Leasing Association (BVRLA). The BVRLA is our trade body and is approved by the government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.


Unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer.


Details should be submitted by email to: complaint@bvrla.co.uk


If you do not have access to email, details can be sent by post to:


BVRLA

River Lodge

Badminton Court

Amersham

HP7 0DD


Or Consumer Credit Customers may also refer unresolved disputes to:


Financial Ombudsman Service

Exchange Tower

London

E14 9SR


Both, the BVRLA & the Financial Ombudsman Service, aim to resolve the matter using the information presented by both parties. Any information requested from the member should be sent within five working days. Based on the information available, they will provide both parties With their findings and recommendations.