Air your grievances

Complaints Policy

At WeVee we aim to provide the highest quality service at all times however occasionally things can go wrong. If you feel you have cause for complaint we would like to hear from you so we can aim to put the matter right. You can contact us by phone, by email or in writing at the following:

Phone: 020 8012 8190

Email: MakeMeHappy@WeVee.uk

In writing: WeVee, 59-60 Russell Square, London WC1B 4HP

We will acknowledge your complaint in writing within 5 working days and aim to resolve it as quickly as possible. WeVee is a member of the British Vehicle Rental and Leasing Association (BVRLA), which is approved by the Government as a consumer alternative dispute resolution (ADR) body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. If we are unable to resolve your complaint within 30 days, you can refer the matter to the BVRLA for consideration; complaints should be forwarded to complaint@BVRLA.co.uk.

WeVee is authorised and regulated by the Financial Conduct Authority (FCA) for the arranging of regulated consumer hire and hire purchase agreements. In accordance with FCA rules we will investigate your complaint and issue a final response to you within 8 weeks advising you of the outcome of our investigations or, if we have been unable to complete our investigations, of the reasons for this and when we expect to do so. Once we have issued our final response or when 8 weeks have passed (whichever is the earlier), if you remain dissatisfied you may have the right to refer the matter to the Financial Ombudsman Service for consideration. The Financial Ombudsman Service is an independent body set up by Parliament to resolve financial disputes between businesses and their customers. You can contact the Financial Ombudsman at:

Phone: 020 7964 1000

In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Website: www.financial-ombudsman.org.uk