Your views are very important to us. We pride ourselves on providing a platinum level service to every customer. It is extremely important to us that all complaints are resolved as quickly and efficiently as possible to the complete satisfaction of our customers.
What to do if you have a complaint
If you have a complaint about any part of the service we offer, we would like to hear from you to help us investigate and resolve your concerns as efficiently as possible.
- Firstly, contact the department with which you have been dealing.
- Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved in the shortest possible time.
Our contact details are:
Customer Complaints
e4 Vans & e4 Finance
e4 House, Cedar Way, Tonyrefail, Porth, RCT CF39 8JN
📞 01443 676494
📧 Lee@e4vans.co.uk
To help us resolve your problem as quickly as possible, please provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your lease or finance agreement / vehicle details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
What we will do once we have received your complaint
We will try to resolve your complaint without delay. Sometimes this may not be possible. In the improbable event that we are not able to resolve your complaint within 24 hours, we will keep you informed of the progress of our investigation. We will send you an acknowledgement within five business days of receiving your complaint.
We will provide our final response in writing, including our findings and the action we will take. We will do our utmost to send this final response within 14 days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
Discretionary Commissions:
If your complaint pertains to Discretionary Commissions applicable to agreements prior to January 28th, 2021, the standard eight-week response time limit is currently paused. Instead, a temporary final response time limit of 9 months will be in effect.
What to do if you are not happy with our decision
Financial Ombudsman Service
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.
Contact details:
Email: complaint.info@financial-ombudsman.org.uk
If you do not have access to email, details can be sent by post to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You must do this within six months of our final response. If you have any questions relating to our complaints handling procedure, please contact us on 📞 07525 146426.
Registered Office & Regulatory Information
Registered Office:
e4 Vans & e4 Finance
e4 House, 27 Cedar Way, Tonyrefail, Porth, RCT CF39 8JN
e4 Vans & e4 Finance is an appointed representative of HH Business Finance Limited authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 9321065). We are a credit broker and not a lender.
We are permitted to conduct Credit Brokering, Debt-Adjusting, and Debt-Counselling in connection with the whole or partial settlement of credit agreements for vehicle finance and consumer hire agreements.
e4 Vans & e4 Finance does not and will not charge any fees for providing any Consumer Credit services. Some of our lenders may charge administration fees to set up your agreement.
Whichever lender we introduce you to, we will typically receive commission from them (either a fixed fee or a fixed percentage of the amount you borrow). The lenders we work with could pay commission at different rates. However, the amount of commission that we receive from a lender does not influence the amount that you pay under your credit agreement. Any remuneration amounts will be disclosed prior to the conclusion of the transaction. Our aim is to secure finance for you at the lowest interest rate you are eligible for from our panel of lenders.
Error and omissions excepted
Adopted on: 19/01/2026
Last date reviewed: 19/01/2026