023 8009 0019
MAKE ENQUIRY
023 8009 0019
info@varissa.com
MAKE ENQUIRY

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Complaints Procedure

Varissa LTD - Complaints Procedure
Our Commitment to You

At Varissa LTD, we are dedicated to providing excellent service and customer satisfaction. We
understand that things can sometimes go wrong, and we have a clear and fair complaints procedure in
place to address any concerns you may have. This procedure adheres to the regulations set out by the Financial Conduct Authority (FCA) and the British Vehicle Rental and Leasing Association (BVRLA) Code of Conduct.

How to Make a Complaint

If you have a complaint about any aspect of our service, please contact us in one of the following ways:

  • In Writing: 121 Redbridge Road Southampton SO15 0ND
  • By Email: info@varissa.com
  • By Phone: 023 8009 0019

Please provide us with as much detail as possible about your complaint, including:

  • Your name and contact information
  • Your vehicle lease agreement number (if applicable)
  • The nature of your complaint
  • Any supporting documentation you may have
What Happens Next
  1. Acknowledgement: We will acknowledge your complaint within five business days of receipt,
    providing you with a unique complaint reference number and a copy of our procedure.
  2. Investigation: We will thoroughly investigate your complaint, taking into account all relevant
    information and documentation. We may need to contact you to gather further details.
  3. Timescales: We will aim to resolve your complaint within 30 days, sooner if possible. If we are
    unable to resolve your complaint then we will advise you of the availability of the BVRLA
    conciliation service. We will issue you a final response within 8 weeks.
  4. Response: We aim to resolve your complaint within eight weeks of receipt. If this is not
    possible, we will keep you informed of the progress and provide an estimated  resolution timeframe.
  5. Final Response: Our final response will clearly outline the outcome of our investigation and any
    actions we will take to resolve your complaint. If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). 
Financial Ombudsman Service (FOS)

If your complaint relates to a regulated financial product or service and you are not satisfied with our
final response, you have the right to refer your complaint to the FOS. You must do so within six months of the date of our final response.
The FOS is a free and independent service that resolves disputes between consumers and financial
businesses. You can contact the FOS at:

  • Financial Ombudsman Service: Exchange Tower, London, E14 9SR
  • Phone: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk
BVRLA Conciliation Service

As members of the BVRLA, we are also bound by their Code of Conduct. If your complaint relates to a potential breach of the Code, you may be able to refer your complaint to the BVRLA’s Conciliation Service. www.bvrla.co.uk /consumeradvise

Our Commitment to Improvement

We take all complaints seriously and use them as an opportunity to improve our services. We regularly
review our complaints procedure to ensure it remains fair and effective.

Confidentiality

All complaints are treated in the strictest confidence.

Vulnerable Customers

We are committed to providing additional support to vulnerable customers. If you require any
assistance in making a complaint, please let us know

Alternative Dispute Resolution

We are open to using alternative dispute resolution (ADR) methods to resolve complaints, where
appropriate.

Keeping You Informed

We will keep you informed of the progress of your complaint throughout the process.

Review of Our Complaints Procedure

This complaints procedure is regularly reviewed and updated to ensure it remains compliant with all
relevant regulations and best practices.

Contact Us

If you have any questions about our complaint’s procedure, please do not hesitate to contact us.


Telephone: 023 8009 0019
Email: info@varissa.com
Post: 121 Redbridge Road Southampton SO15 0ND

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