Complaints Procedure

You can complain in any reasonable way. Please include your name, contact details, vehicle or agreement details where relevant, what happened and what you would like us to consider.

• Email: info@gorillavans.net
• Telephone: 02921 880452
• Post: Gorilla Vans Ltd, Unit 6, JR Business Centre, Main Avenue, Treforest Industrial Estate, Pontypridd, CF37 5UR

For complaints within the FCA complaints rules, we will acknowledge the complaint promptly and keep you informed. Unless a specific regulatory exception applies, we will send a final response or the required written response within eight weeks of receiving the complaint.

Some historic motor-finance commission complaints are subject to additional FCA rules and the motor-finance redress framework. Where those rules apply, we will follow the current FCA timetable and explain this to you.

If you are eligible and remain unhappy after our final response, or we have not issued the required response within the applicable timeframe, you may be able to refer the complaint to the Financial Ombudsman Service. A referral will normally need to be made within six months of our final response.

The Financial Ombudsman Service is free for eligible complainants. Its website is financial-ombudsman.org.uk.

We record and review complaints so we can identify recurring issues, improve communications and support better customer outcomes.