Adaptive Vehicle Solutions Ltd’s Complaint’s Procedure

Should you do feel dissatisfied about the service Adaptive Vehicle Solutions Ltd or one of our representatives has provided, then please read our complaint’s procedure below, which provides you with all the information needed.

At Adaptive Vehicle Solutions Ltd we take pride in our customer service and as such take extra precautions to ensure that all the information provided to the client is understood including future action’s or request’s.

Our goal is to provide you (our client) with the appropriate level of information wherever possible and always do our best to handle your query in a timely manner. If you are concerned about any aspect of the service we provide, please direct your query to your representative at Adaptive Vehicle Solutions Ltd who will do their utmost best to explain things to you. Or alternatively, you can request the contact information for a senior member of the team who will be able to assist further.

Part of our commitment to customer service is to have a complaints procedure, which you can use if you continue to be dissatisfied with any aspect of our service. We want to deal with any query you may have fairly and as quickly as possible. If you are dissatisfied with our treatment of your query, we will give you all the information necessary to refer the complaint to the Financial Ombudsman Service or relevant governing body.

Whilst we will try to resolve any queries you have on the telephone (029 2076 1919), should you wish to make a formal complaint, you must set it out in writing. We suggest that you contact us either by writing to:

Adaptive Vehicle Solutions Ltd
Complaints Department
3E Pentland Close
Cardiff Business Park
CF14 5DJ

Or by email to

What Adaptive Vehicle Solutions Ltd will do
We will send you a written acknowledgement of your complaint within 7 business days.
All written queries, will be reviewed by a manager and handled accordingly as soon as possible. We will keep you informed of the progress of your query and if the query involves an organisation other than Adaptive Vehicle Solutions Ltd, we will relay the relevant information and ask the organisation(s) to handle their part of the query by contacting you directly.

We will aim to resolve your query within eight weeks of first receiving it in writing. Only in exceptional circumstances will we not do so and we will inform you of those circumstances in writing. If you believe the delay is unnecessary, you can take your query to the Financial Ombudsman Service and we will give you the information necessary to do so.

If we uphold your query within eight weeks, we will send you a letter offering appropriate redress, which may vary from an apology to financial compensation. In any circumstances, (other than if your complaint is resolved within the eight weeks following its receipt) the Company will send you a final response letter no later than eight weeks following the date that we receive your query. If you disagree with this letter, you can take your query to the Financial Ombudsman Service and our final response letter will tell you how to do this.

Where we decide that a redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we were responsible and will comply with any offers of redress which you accept. Appropriate redress will not always involve financial redress.