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Complaints Procedure

Complaints Procedure

We want to provide you with the highest standard of service. It’s important to us that any complaints are resolved as quickly as possible and to the complete satisfaction of our clients. This procedure explains how we will deal with your complaint and what you can do if it hasn’t been resolved to your satisfaction.

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. We will try to resolve your complaint immediately. 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, providing our findings and the action to then take. The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at or by contacting

To register a complaint please contact us here:
Email us at:
Call us on 01276 28203 or
Write to us at:
NBU Consulting Ltd,
213a Base Point Business Centre
377-399 London Road,
Surrey GU153HL

To help us resolve your complaint, please make sure you have provided us with the following information:

  • Your name, address and telephone number
  • Your registration number, account number or other reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put things right
  • Any supporting evidence or documentation

What happens next?
We will attempt to resolve your complaint as fairly and as promptly as possible. One of our Directors will investigate your complaint quickly but to ensure we reach a fair outcome for you, we want to conduct a thorough investigation and this can take time. Our Director will assess the details of your complaint thoroughly, fairly and impartially to reach a decision.

We aim to resolve the majority of complaints over the telephone.
Where we believe that the complaint is not related to us, but is answerable by another party, we will forward your complaint to that party and inform you of our actions in writing.

How will I be kept updated?
Our aim is to reach a conclusion within 4 weeks of the receipt of your complaint, but this can depend on the complexity of your case. If we haven’t resolved your complaint by this time we’ll ensure you are kept updated on the progress of our investigations. In the event that your complaint has not been resolved within 8 weeks from the date of receipt, we will provide you with a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with our decision.

How will I know the decision?
Whenever possible we’ll always try to inform you of our decision over the telephone. In cases where we have not resolved your complaint by the end of the next business day, we’ll also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the rationale for our decision.

If you have a regulated contract with us and are not satisfied with our final response, you may be 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 contact information.

If you are not happy with our Decision:
BVRLA Conciliation Service is available. AS a leasing broker member of the British Vehicle Rental and Leasing Association (BVRLA), and unresolved dispute may be referred to the BVRLA by either the customer or NBU Consulting Limited t/a Nigel car Broker.

The BVRLA is approved by Government as a consumer ADR body under the alternative dispute resolution for consumer disputes (Competent Authorities and Information Regulations 2015. Details should be submitted to e: or in writing to: British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 ODD

The BVRLA conciliation Service will investigate potential breaches of the BVRLA code of conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from NBU Consultings Limited will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations .

What is The Financial Ombudsman Service?
Our aim is to resolve your complaint directly with you, but if you aren’t happy with our final response, or 8 weeks have passed since you initially raised your complaint with us, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.
You have a period of 6 months to refer your complaint to the Financial Ombudsman Service. The 6 months starts from the date of the final response letter or 8 weeks after we received your complaint.

Further details on the service provided by the Financial Ombudsman Service are included in the booklet entitled “Your complaint and the Ombudsman” which we will provide to you at the appropriate point.

The contact details for the Financial Ombudsman Service are:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001

If you have any questions in relation to our Complaints Procedure, please contact us at the above addresses.

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