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Complaints Procedure

Which country's laws apply to any disputes?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland and, if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Complaint and Feedback Procedure

At Cavectra we pride ourselves in our high standard of sales and after sales service to all our customers. On rare occasions we may not live up to these high expectations and on these occasions we would like the opportunity to put things right so do please get in touch.

We value all feedback regarding the services and products we offer but we strive to always improve. You can share your view directly with a member of team on site where they will try to resolve any issues or concerns for you.

If your issue or concern is not resolved to your satisfaction you can request our Managing Director to review this:

  • Email:
  • Address: Vauxhall World Ltd, Complaints, 111-113 London Road, Grays, Essex. RM17 5YB

Your complaint will be acknowledged within 3 working days.

Finance and Insurance Complaints

In the event of any Finance or Insurance Complaints made swiftly you will receive an acknowledgement of receipt of your complaint along with details of who is dealing with your complaint and how best to contact them. They will keep you informed of the progress of your complaint and we will do our best to resolve the complaint quickly. If at any time you would like an update, you may contact them. We will provide you with our Final Response within 8 weeks.

Fair Usage and Deduction Policy

In the event of the vehicle being returned for a refund. The vehicle needs to be returned in the exact same condition as when it was purchased. This is both mechanically and cosmetically.

We reserve the right deduct any reasonable costs which will included, but not limited to:

  • Usage costs of the vehicle (This will be at 25p per mile since the date of sale)
  • Costs for any repairs, internally or externally, that was caused while in your possession


After receiving our Final Response, and you do not accept the outcome, or if your Finance or Insurance complaint has not been resolved within 8 weeks then you may appeal to the Financial Ombudsman Service. This was set up by the Financial Services Authority to review unresolved Finance and Insurance complaints.

The Financial Ombudsman Service

South Quay Plaza, Exchange Tower, London, E14 9SR. Tel. 0800 023 4 567 or 0300 1239 123

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