Complaints Policy

Webuyanyvan.com (WBAV) is committed to providing a reliable and quality service to our customers. If however you are unhappy with any aspect of the service provided, we need you to tell us about it. WBAV believes that if a customer wishes to make a complaint or register a concern they should find it easy to do so.

It is WBAV's policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service.

If you have a complaint please contact our customer service (CS) department with the details at talktousnow@webuyanyvan.com. Your complaint must be made in writing, either by letter or email and must specify the ground or grounds that form the basis of your complaint against us. Please note our CS team work Monday to Friday 9am to 5pm.

The aim of WBAV’s complaints policy is to ensure that any complaints are properly and effectively implemented and that you feel confident your complaint and concerns are listened to and acted upon promptly and fairly.

• You are aware of how to complain and WBAV provides easy to use opportunities for you to register your complaint.
• A named person will be responsible for the handling of the complaint.
• Every written complaint, email or letter, is acknowledged within five working days.
• Investigations into written complaints are held within 21 days.
• All written complaints are responded to in writing, email or letter, by WBAV.
• Complaints are dealt with promptly, fairly and sensitively.

We will investigate your complaint in full; this will normally involve passing your complaint to our regional manager (RM) who will review the matter and speak to the member of staff who acted for you. Upon investigation we will respond and send you a detailed written reply to your complaint, including suggestions, if any, for resolving the matter. At this stage, if you are still not satisfied you should contact us again and we will look at reviewing the decision with a member of WBAV's senior management team. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.