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Complaints procedure

Please find our complaints procedure

... and the process we follow.

EFL Vehicles Ltd pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairlyand to exceed your expectations at every level.

Should the occasion arise where you feel unhappy with the service you receive from us we would like to know.

We aim to resolve any complaint quickly and to your satisfaction. This procedure explains how we will deal withyour complaint.

What is a complaint?

Any informal or formal complaint can be made if you are unhappy with the following:-

  • The delivery and quality of services received pre and post-delivery of a vehicle
  • The delivery of a vehicle
  • Any other matters relating to EFL Vehicles Limited

How to make a complaint

Stage 1 - We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at anearly stage by talking informally with your Account Manager on 01282 423884

Stage 2 - In the unlikely event that your initial complaint is not resolved by your Account Manager you shouldcontact the relevant department Team Leader as specified in the contact section below.

Stage 3 - If you feel the problem is still not resolved to your satisfaction, we will send you our formal ComplaintsForm for your completion . Kindly forward it with a covering letter/email addressed to The Customer ServiceManager as specified in the contact section below. To help us assess your complaint please provide the followinginformation:

  • Your name and contact details
  • Details of your complaint
  • An explanation of the steps you have already taken to try to resolve the complaint.
  • What would you like us to do to make it right

You should keep copies of all information submitted for your records.

What happens next?

You should expect an acknowledgement of your complaint within 5 working days of submitting a completed formalComplaints Form and a full written response within 28 days.

If this is not possible we will keep you informed in writing of the progress being made towards the consideration ofyour complaint.

We aim to resolve all complaints within 15 working days of your initial contact.

If you remain unsatisfied with a decision taken in respect of a complaint or appeal you may contact the BVRLAdirectly at

Consumer credit customers should note that in some instances due to Data Protection rules we may need to refer youdirectly to the finance provider, we will advise you of this if it applies to you.

Consumer credit customers also have the legal right to refer unresolved disputes to the Financial OmbudsmanService within 6 months from the date of the final decision provided to you.

Contact Us

Complaints in writing to: The Customer Service Manager
Mail: EFL Vehicles Limited, Empire Business Park, Empire Way , off Liverpool Road, Burnley , Lancashire BB126HA
Telephone: 01282 423884

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