About us
Plates4less is a trading style of VRM Swansea Ltd. We have been established since 1997 and are located in Swansea, the UK centre
for personal number plate transfers. We are officially registered with the Driver and Vehicle Licensing Agency (DVLA RNPS supplier
no: 3166) to supply number plates for vehicles registered in the United Kingdom and Northern Ireland. We sell cherished registration
marks owned by clients, previously unissued DVLA Personalised Registrations, previously unissued DVLNI Private Numberplates and
our own stock of private car number plates.
Our expertise comes from working on a daily basis with the DVLA (formerly known as the DVLC) and nationwide DVLA Local Offices,
handling hundreds of sales and transfers each week. We also work with the DVLNI Government Vehicle Offices in Northern Ireland
to conduct Irish number plate transfers.
Our Values and Code of Practise
We are committed to operating our business in accordance with ethical and good business practises. This includes but is not limited
to, the avoidance of high pressure selling techniques and the non-exploitation of vulnerable or uninformed customers.
We are fully committed to supporting and upholding all relevant laws governing our trade including, but not limited to:
Sale of Goods
Distance Selling
Supply of Services
Unfair Contract terms
Data Protection
Our registration at the Information Commissioners office (ICO number Z9704649)
Trade Descriptions
Business names act
Office of Fair Trading Consumer Credit
Display of Vehicle License Plate regulations
British Codes of Advertising and Sales promotion
General Standards of Trading | |
We shall not act or trade in any way which brings our industry or the governing body, the DVLA, into disrepute and shall do our
best to inform our customers of their full legal obligations relating to their business with us and the government, in advance
of any business being agreed.
Our Terms and Conditions of business are available to read and print off. They
have been written in fair terms and plain English and are accessible from other key areas of our website to be read and understood, before
agreements have been entered into.
Where we are beholden to third parties for their co-operation in the completion of any contract or agreement this will always be
explained and any necessary disclaimers will be present to be read, prior to entering any contract or agreement.
Customers will be given realistic timescales for the completion of sales and transfers and be kept up to date with progress of their transaction as and when, new information becomes available.
Our advertising shall not be misleading or inaccurate nor shall it in any way misrepresent the registration mark being shown for
sale and be as close as possible to the final legal representation of the font, spacing and style approved by the government
under the law. We shall always strive to limit our advertising to marks which are genuinely available for sale and transferrable
under the government cherished transfer scheme, refraining from making any exaggerated claims. Our prices will clearly show any
additional fees which are payable in the final price and an itemised breakdown will always be provided of the constituent elements
forming the price. Where there are limiting factors which may affect the supply, normal timescales or successful assignment (transfer)
of a vehicle registration mark, then these will always be explained to the customer in advance of purchase.
We believe that integrity in dealing with customers is a prerequisite for a successful and sustained business relationship. We value our customers and the trust that they place in us. We will safeguard the information provided to us by our customers in accordance with all relevant laws and contractual commitments. We are honest about the products and services we provide and would never intentionally misrepresent these. We strive to cut costs without sacrificing the quality of our products or services so that we can pass the savings onto buyers and sellers alike. We
will not charge you more if you call us to place your order or charge a premium rate for telephone advice.
Our systems are designed to ensure that our customers only buy registration marks which are suitable for them and their intended vehicle. For example please see our vehicle
suitability checker .Whether a customer orders online or over the telephone we ask questions to determine the suitability of any given registration mark. We will always obtain our customers’ requirements before making any recommendations so that only suitable marks are offered which meet the customer’s legal vehicle requirements or timescales.
Availability of personal registration marks changes minute by minute.
Where a purchase or transfer cannot be completed through no fault of a buyer then a full refund shall always be given without unnecessary
delay.
Under regulation 13 of the Consumer Protection (Distance Selling) regulations there are certain instances which remove the customer’s
right to cancel a contract and we will always inform any customer who this regulation affects, before they agree to enter into
any contract or agreement with us.
That said, wherever possible we will do our best to allow cancellations where good reason can be given and where the government
will allow us to similarly rescind any contracts concerning the same registration mark.
During the selling process we will collect full payment from the buyer for safe deposit with our bankers before releasing any documents to the DVLA and completing the transfer of the registration mark. Only when the DVLA has informed us that the transfer has been successful shall we release the funds to the seller, protecting both buyers and sellers at all times. We cannot normally disclose the identities of either Buyers or Sellers due to the strict provisions of the Data Protection Act but we must comply with any legal requests received from the Police, in order to help them uphold the law.
Complaints Handling procedure | |
Complaints can be made either over the telephone, by email or by letter using our contact details and opening times (above) to
contact any member of our staff. All our staff are trained to help our customers and we will need to obtain all the facts of the
case including the registration mark and the names of any members of staff you may have already spoken to.
The staff member will always try to resolve your complaint immediately and involve his or her supervisor or manager if necessary.
However if your complaint cannot be resolved on the spot or is complex we will pass it onto the Office Manager for further investigation.
Target response times:-
All complaints made on the telephone will be responded to immediately.
We shall endeavour to acknowledge and reply to all complaints made in writing within 24 hours of receiving them, Monday to Friday.
We aim to fully respond to all complaints including complex ones with 10 working days.
If you have not received a full response within 10 working days, we will ensure you are sent an update advising you of the progress
made on your case and will continue to update you every 10 days until a full response is provided.
Our response to you will include:
- The outcome of any internal investigation we have made;
- The actions we have taken to remedy the source of your dissatisfaction and improve our service to you; and
- Any compensation or refund we are offering you if appropriate
In the unlikely event that we fail to resolve your complaint to your full satisfaction then we will be happy to employ the services
of an independent arbitrator or mediator to assist us.
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