info@bavcommercials.co.uk Office E2, 33 Cowbridge Road, Pontyclun, CF72 9EB 0300 3731107

Complaints Handling

How we identify a complaint

Eligible complainants are:

  • A consumer
  • Companies within the definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st April 2019)
  • A guarantor

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 or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us resolve your problem you should provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

This information can be sent to us by contacting our Complaints Officer:

By post: BAV Logistics Ltd. Office E2, 33 Cowbridge Road, Pontyclun, CF72 9EB

By e-mail: info@bavlogsitics.co.uk
By telephone: 03003731107
Complaints Officer: Ruth Walker

We will investigate the complaint competently, diligently, and impartially, obtaining additional information where necessary.

Here is outline of the complaints process with BAV Logistics

Acknowledge

A written acknowledgement providing early reassurance that BAV Logistics has received the complaint and is dealing with it. If we can’t resolve your complaint within 3 working days of receipt, we will write to you and acknowledge your complaint within 5 working days of receiving it and confirm who will be dealing with the matter for you.

Investigate

Once an investigation into your complaint has been completed, we will write to you with our findings and any proposed resolution. Our intended maximum response time for our Final Response is 8 weeks; this is in line with regulatory timescales. In the event that we have been unable to complete our investigation and fully respond to you within 8 weeks, we will provide you with an update at that time and inform you when we expect to be able to send you our Final Response.

Final Response

Our final response will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full. We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.

Financial Ombudsman

If, in the rare case that we are unable to resolve your complaint to your satisfaction, you may be entitled to escalate your complaint to the relevant regulatory body; For financial products you may
be able to refer to the Financial Ombudsman – https://www.financialombudsman.org.uk/consumers/how-to-complain/complain-financial-business

The Financial Conduct Authority complaints rules apply to complaints:

  • Made by, or on behalf of an eligible complainant.
  • Relating to regulated activity.
  • Involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience.

We will co-operate fully, at all times, with the FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.