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10 Reasons You’re In Safe Hands

Here at Nationwide Vehicle Contracts, we are proud to be a BVRLA Leasing Broker Member so you can rest assured that when you deal with us you’ll receive the highest level of service possible.

Established in 1967, the British Vehicle Rental and Leasing Association (BVRLA) is the trade body for the vehicle rental and leasing sector. Representing the interests of more than two million drivers of business cars and vans, as well as the millions of people who use rental vehicles each year, the BVRLA regulates the industry by conducting regular quality assurance inspections and ensuring all its members abide to its mandatory codes of conduct.

But what does this mean to you as a customer? As a BVRLA Leasing Broker Member, we promise to deliver the highest levels of service possible and conduct our business with professionalism, honesty and integrity. More specifically, we aim to abide to the following ten principles:

10 reasons why you're in safe hands with Nationwide Vehicle Contracts

  1. 1 Provide clear pricing

    Across all sales channels, we aim to provide clear and transparent pricing for all our products and services. Customers will receive a clear written contract for any products and services provided, which includes details of all charges payable, a statement of any associated costs and your rights to cancel the service.

  2. 2 Don’t misrepresent products or services

    Regular checks by our dedicated compliance department ensures our sales staff do not provide incorrect advice, give false information or deliberately mislead the customer about the benefits of the product or service. We also have processes in place to regularly train and supervise staff to ensure we are delivering the highest level of service possible.

  3. 3 Behave with integrity

    Here at Nationwide Vehicle Contracts, we take our customers’ needs seriously and work hard to ensure that you’re happy with the service we provide. As such, we promise to carry out our business in an honest and trustworthy manner and to behave with integrity at all times. We will also ensure that any agents working on our behalf also follow the same strict standards.

  4. 4 Comply with rules and regulations

    We hold all necessary licences and registrations to trade lawfully and can present these to customers as and when requested. In addition to complying with relevant industry legislation and regulation, we also aim put our customers at the heart of our business by offering appropriate products and services and putting your protection above our own profits or income.

  5. 5 Informed decision

    From pre-contract information to end of contract procedures, we will provide you with all the information you need to make an informed decision. This includes a clear contract for the product or service we are providing, a clear statement of any associated costs, your rights to cancel, a clear and accurate summary of the leasing or finance terms and any end-of-contract and return standards.

  6. 6 Established place of business

    Whilst many of our customers order online with us, we operate our services from an established place of business. Customers are welcome to visit us at our physical premises at 9 Christie Way Business Park, Didsbury, Manchester, M21 7QY during working hours, in addition to speaking to us over the phone, via email or via our website. 

  7. 7 Not to mislead in advertising

    In line with BVRLA, FCA and ASA guidelines, we will ensure that our advertising or promotional material does not contain any misleading or inaccurate statements or deliberately mislead the customer about any benefits of the product or service.

  8. 8 Resolve complaints quickly and amicably

    We treat customer complaints very seriously and our dedicated Customer Services team work hard to respond to any complaints swiftly in a positive and friendly manner. Regardless of how your complaint is received, we will issue an acknowledgment within five working days and aim to resolve the dispute within 30 working days.

  9. 9 Ensure employees are adequately trained

    From our Sales and Customer Services team, to our Administration and Pricing departments, all of our employees receive adequate training in order to be able to carry out their duties efficiently and safely. We achieve this by providing induction training for all new employees, as well as on-going skills training to ensure staff are up-to-date with the latest industry standards.

  10. 10 To display the BVRLA logo

    As a proud member of the BVRLA, we display the BVRLA Leasing Broker logo on our company stationary, on our website and in any advertising or promotional material we produce. Wherever you see the BVRLA logo, you can rest assured that you will receive the highest level of service possible.

Complaints Procedure Initial Disclosure Document

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