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Legal

Complaints Procedure

Last updated: July 2026

Our commitment

We aim to get things right, but if something's gone wrong, we want to hear about it and put it right as quickly as possible.

How to complain

If you're unhappy with a car you've bought, a service you've received, or anything else, please contact us first so we can try to resolve it directly:

Please include as much detail as you can — your name, the vehicle registration if relevant, and a clear description of the issue — so we can look into it properly.

What happens next

  1. We'll acknowledge your complaint as soon as possible, normally within 3 working days.
  2. We'll investigate and aim to give you a full response within 14 days. If it's more complex and needs longer, we'll let you know and keep you updated.
  3. If you're not satisfied with our response, you can ask for the complaint to be reviewed by a manager.

If we can't resolve it between us

As a used vehicle retailer, we are a member of, or in the process of joining, an alternative dispute resolution (ADR) scheme for the motor trade. Unresolved disputes relating to the purchase of a vehicle can typically be referred to The Motor Ombudsman at themotorombudsman.org, the established ADR provider for the UK motor industry.

Vehicle finance

VAS Autos Ltd does not currently offer or arrange vehicle finance. If we introduce finance in future, we will only do so once properly authorised or registered to do so — either directly with the Financial Conduct Authority (FCA), or as an Appointed Representative of an FCA-authorised finance provider. Once that's in place, this page will be updated to include our regulatory status, our FCA Firm Reference Number, and how to refer an unresolved finance-related complaint to the Financial Ombudsman Service (FOS).

Data protection complaints

If your complaint relates to how we've handled your personal data, see our Privacy Policy for how to raise that with us, or directly with the Information Commissioner's Office at ico.org.uk.