Customer Complaint Procedure
If you require clarification regarding any aspect of your private plate purchase, or if you have any queries, these can be addressed immediately over the telephone, during office opening hours; our friendly, fully-trained, customer advisors will do their best to help you and resolve any issues.
If you would like to make a formal complaint, we request that you do so in writing, either by email or letter, so that we can fully and accurately investigate your case. Please give us the main points of your case as well as the Registration Mark and the names of any personnel you may have already dealt with.
We aim to acknowledge formal complaints within 24 hours of receipt, Monday to Friday and to respond within 10 working days. In complex cases, we will ensure updates are sent every 10 working days until resolution. The formal complaint will be dealt with by a Manager or senior member of our personnel. Our written responses will include point by point coverage of your complaint as well as listing the outcomes of any necessary internal investigations and any actions taken.
In the unlikely event that we are unable to resolve the case to your satisfaction, we reserve the right to employ the services of an independent mediator or arbitrator to assist us.
The email address for formal complaints is firstname.lastname@example.org and our postal address is: VRM Swansea Ltd., PO Box 465, Swansea, SA1 8YN.