Legal & Regulatory Information

Terms & Conditions

Terms and Conditions

Business Order

This document sets out the Terms and Conditions under which we conduct our business.

Definitions

We/Us/Our – V4B Ltd

You/Your – Person signing contract

B**– Business, P**– Personal

CH – Contract Hire

HP – Hire Purchase

FL – Finance Lease

FCA – Finance Conduct Authority

BVRLA – British Vehicle Rental & Leasing Agency

ICO – Information Commissioners Office

Order Form – The contract between you and V4B Ltd

Funder – Finance Company

Dealer – Our source of vehicle

Processing Fee – Our charge to you for our services

Finance Agreement – The contract between you and the funder.

VED – Vehicle Excise Duty

OCS – Order Confirmation Statements

Regulated – Private Individual, Sole Trade & Partnership of 3 or less

Non-Regulated – Limited companies, Local authorities, Charities, Partnerships of four or more partners.

Who are V4B Ltd?

V4B Ltd specialise in Personal and Business Vehicle leasing having been in the industry 29+ years. We use our knowledge and relationships with manufactures, dealers, and funders to get you the best deal.

Our registered office is Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH

We are authorised and regulated by the Financial Conduct Authority – Firm reference 669956

V4B Ltd are credit brokers and not a lender and are not linked to any of our lending panel member.

We are a member of the BVRLA (British Vehicle Rental & Leasing Agency) – Membership Number 895

V4B Ltd is a member of a group which includes V4B Ltd, Fleet Sauce Ltd, V4B Business Finance Ltd, R.A.D.S t/a The Car Shop, ACV Hire & Autolease Spain. Information is shared amongst the companies in line with our Data Policy.

We have Introducer/Appointed Representatives/Agents who act on our behalf. Information is shared between the Introducer/Appointed Representatives/Agents and V4B Ltd in line with our Data Policy.

2.What’s the process?

a) Quote

After a discussion with your Account Manager, they will send you a quote. Please review to ensure all details are as discussed. If you find any error, please notify your account manager so they can amend and resend. Please note that we aim to honour all quotes for a minimum of 7days, however prices may change due to Manufacture/Funder increases which is beyond our control. Should any changes happen your Account Manager will notify you. If you require a new quote please ask your Account Manager to issue one.

b) Finance Application & Credit Checking

Once you select a quote, you will need to complete a Finance Application online. Once completed this is sent to the funder for approval. Should you gain acceptance the funder will request additional information in line with FCA Rules and Regulations. This may include but is not limited to Photo ID such as Valid Drivers Licence or Passport, Bank Statement or access to view your bank via Open Banking, Utility Bills and any other proofs they see fit. For Business Contract Hire additional information may include but is not limited to the above plus Company Accounts and additional information on all company directors or Ultimate Beneficial Owners.

By completing the Finance Application, you are granting permission for V4B Ltd to submit your details to the funder who will conduct a Hard Search. Your Credit File may be locked which will inhibit the Hard Search. It is the customers responsibility to ensure that their Credit File is accessible. Delays to the finance application process may result in us having to send an update quote due to price changes.

Once approved the funder may put a timeline on the credit to ensure they are following FCA regulations on affordability. Should this happen, the funder will complete another search for credit. Please be advised they may not seek secondary approval to run another credit search. If declined your Account Manager will contact you to discuss the available options. Unfortunately some dealers may cancel the order immediately upon failed credit due to not have approved finance attached to the vehicle. This is out of V4B’s control. Failure to obtain/maintain credit, which results in the order being cancelled will result cancellation fee’s as per section 4.

c) Order Form

Once we receive confirmation that your Finance Application has been accepted, we will send you an order form. This will include the following information

Contract Type – B**/P** – CH, FL, HP
Vehicle & Extra
Monthly Rentals
Initial Rental
Maintenance
End of Contract fees (Balloon)
Processing Fee payable to V4B Ltd at point of order
Information Notice (which requires signing)
Terms and Conditions

This order form serves a dual purpose and holds dual contract obligations:-

Upon signing you are hereby entering into a contract with V4B Ltd, on an instruction from you to order as your supplier and agent for the goods detailed in the order form
Upon signing you are hereby entering into a contract with V4B Ltd to act as your agent and intermediary with a Funder/Contract Hire Company to supply the funding for the goods detailed in the order form

You are responsible for ensuring all the information is correct on the order form. V4B Ltd are not liable for any signed order forms which are found to have incorrect information on them. The vehicles specifications are supplied by the vehicle manufacturer to CAP/Clear Vehicle Data and formatted for our use. Whilst we make every effort to assist in identifying vehicle options and standard specifications, the information should only be used as a guide, and no decision should be made without verification of the latest data from the manufacturer. Please check your order carefully to ensure it suits your exact requirements. If you are unsure, please check the manufacturer’s website and discuss with your Account Manager. V4B Ltd will not be liable for any missing options or features unless specified on the order form. Once you have read and are happy that all the information is as discussed with your Account Manager then sign and return. The documents can be signed via Zoho Sign or we can issue a PDF copy which can be wet signed and emailed to your account manager or posted to our registered address.

d) Vehicle Ordering & Processing Fee

Upon receipt of the signed order form V4B will acknowledge the order and provisionally secure your vehicle. You will receive a Processing Fee Invoice emailed to the email address on your order form. Payment is due upon receipt of the invoice and can be made via Card or Bank Transfer. If payment of the Processing Fee isn’t received within 5days of the invoice being issued the order will be cancelled, and cancellation terms enforced as per section 4. The Processing Fee is non-refundable. Upon receipt of the processing fee, we will then confirm the order with the dealer and send you an OCS. The dealer may request payment upfront for optional extras, the Customer Support Team will contact you to advise if necessary. V4B and the Customer Support Team will keep you informed as and when we get updates from the dealer. If you are ordering a Factory Order vehicle you may be able to make changes, however this may result in V4B having to obtain new credit on the new vehicle price. V4B Ltd may charge an Order Amendment fee of £100 + VAT to facilitate this. If you are ordering a Stock vehicle you will not be able to make any changes to the order once it has been placed. For further information please speak to your Account Manager.

e) Pre-Registered Vehicles & Used Vehicles

If ordering a Pre-Registered vehicle, please ensure you check the registration date as you will be liable for ensuring that Servicing & MOT’s are maintained in line with the Manufactures guidelines. You can ask your Account Manager or check on the Government website after delivery with the Registration Number. V4B Ltd will not be liable for any voided warranty or costs incurred with not maintaining the vehicle.

If ordering a Used Vehicle please ensure you have checked the imperfections listed on the website. Mileage listed on the website is correct at the time of posting and does not include possible movement/delivery mileage. For further information please contact your Account Manager.

f) Funder Documents

Your finance agreement can be received anytime after ordering the vehicle but prior to booking of delivery. The Customer Support Team will contact you when they need completing. We are unable to secure a delivery date until the finance documents have been signed and accepted. Please read the Finance Agreement carefully. You are responsible for ensuring all the information is correct on the Finance Agreement. V4B Ltd are not liable for any signed Finance Agreements which are found to have incorrect information.

Failure to sign and return the Finance Agreement will result in a cancellation as per section 4.

g) Insurance

For insurance you will need to make sure that you give the correct details for the owner and registered keeper. It is important to get this information correct to ensure that in the unfortunate event that you need to claim your insurance will be valid. In some instances, Insurance will need to be arrange prior to delivery as some funders request proof of insurance prior to allowing delivery. The Customer Support Team will contact you should this be needed.

h) Arranging Delivery

When V4B Ltd are made aware the vehicle is available for delivery we will contact you to arrange a convenient date. Delivery will be arranged, and the vehicle driven to the address on the order form and must be signed for by the applicant. If you would like the delivery to be at an alternate address, if you require someone else to take receipt of the vehicle or if you would like to arrive on a truck/lorry please discuss with you’re the Customer Support Team. Cancelled deliveries may incur a penalty. If this occurs an invoice will be issued which will be due for payment upon receipt.

Dependant on the funder you may be required to pay your initial rental prior to delivery and/or a deposit which may be refunded after delivery. The Customer Support Team will advise at the time.

We aim to honour any Estimated Delivery Date issued; however, delays may happen due to forces outside of our control. Failure to honour the estimate delivery date does not constitute as a breach of the order/contract. V4B Ltd will not be liable for any loss, damages or costs incurred due to a delayed delivery.

If you have multiple vehicles on order V4B Ltd are not bound to deliver the vehicles in the sequence in which they were ordered.

i) Accepting the vehicle

When your vehicle is delivered, we advise all customers to thoroughly check the vehicle and that any optional extras selected are present before accepting the vehicle. If the damage is minor i.e small scratch and you are happy to accept the vehicle as is, please ensure the damage is noted on the handover sheet so you aren’t charged for the damage. If you are unhappy with the vehicle, please call V4B Ltd whilst the delivery driver is on site so we can advise you what to do. Please do not sign the delivery note until you have spoken to us as once its signed it is harder to resolve. V4B Ltd are not liable for any costs or damage incurred because of the car arriving damaged/missing items.

Information for during your agreement

Vehicle Ownership

When you lease a car, you will not receive the V5 documents as the Funder is the Registered Vehicle Owner. The V5 document will stay with the leasing company. Although the V5 is not proof of purchase, the registered name and address on the V5 documents will be the Funder. IF you require a copy of the V5 document please contact the Funder.

Road Fund Licences

As you do not have access to the V5 for the vehicle, the leasing company will be responsible for taxing the vehicle. The initial cost will be covered by your monthly payments, However, you may get adjustment invoices each year should there be an increase in the Road Fund Licence as per His Majesties Government. For further information please contact with your Funder.

Maintenance

Maintenance can be added to your order up to 3 months past delivery. For further details please contact your Account Manager.

Servicing & MOT’s

If you have selected Maintenance please follow the Funder guidance provided with regards to Service and MOT’s guidelines. If you have not received any information please contact them directly for further information.

If you have selected a Non-Maintained agreement please ensure you check the manufacturers and funders guidelines on Services & MOT’s. As you have selected a Non-Maintained agreement the responsibility remains with you and V4B Ltd are not liable for any loss of warranty or costs incurred with not following their guidance.

Parking fines & Speeding tickets

If you find yourself with a parking ticket or other road violation resulting in a fine, the information will be sent on to the Funder and not you as they are the Registered Owner. This shouldn’t cause any problems for you, it just means that depending on your lease contract, the company will send the details straight over to you, inform the correct authorities of your details or pay the fine and bill you the charges separately. For further information please contact the funder.

Mileage

Do you need to increase or decrease your mileage allowance? Contact your Account Manager and they will advise of you what steps need to be taken.

Novation’s & Transfers

If you need to amend any part of the finance agreement with the funder, contact your Account Manager and they will liaise with the funder to find out what options are available. V4B Ltd may charge a processing fee of £300 + VAT. Payment is due upon receipt on the invoice and can be made via Card or Bank Transfer.

Private Plates

If you would like to put a Private Plate on the vehicle, contact your Account Manager and they will liaise with the funder to find out what options are available. V4B Ltd may charge a processing fee up £100 + VAT to action any of the below. Payment is due upon receipt on the invoice and can be made via Card or Bank Transfer. The below is subject to funder – please contact your Account Manager to discuss.

Change of details

Should any of your details change during the term of your agreement please contact V4B Ltd and your Funder to update the details. V4B Ltd are not liable for any costs incurred due to incorrect information being on our systems. This includes but is not limited to Change of Address, Contact details, Number plates, Milage allowances, Approved Contact persons etc.

Ending the Agreement

If you wish to end the contract on its contracted end date you will need to contact us. The dealer/funder will not automatically arrange collection at the end of the contract. If nothing is arranged at the end of the contract the funder will automatically place the car into an Informal Agreement and your monthly rentals may change. Please refer to your Finance Agreement for these charges.

Arrange a collection

Once a collection is arranged you will receive an email from the Funder (or via us) which will guide you through what is required before the car is returned. Your funder should issue you with a Fair Wear and Tear which is based on Industry Standards as set out by the BVRLA. Any damage on the vehicle which is not deemed fair wear and tear may incur additional costs. If you have exceeded your contractual mileage allowance, you will be charged excess milage as per your finance agreement. V4B Ltd are not liable for any charges which are incurred when a vehicle is returned. These charges are determined by the funder and/or appointed collection agent and will be invoiced directly to you.

Extensions or Purchase

If you wish to extend your agreement or purchase your vehicle at the end of the contract, please contact your account manager a month before the agreement end date to discuss.

Cancellation

Below outlines V4B Ltd cancellation policies & procedures only . The selected funder and/or dealer may have cancellation terms of their own which will also be enforceable.

4a) You wish to cancel your order

To cancel your order please email help@v4b.co.uk will your Name, Order Reference, Vehicle Ordered and Reason for Cancellation. Upon receipt of your cancellation request the Customer Support Team will liaise with the funder and/or dealer and confirm any cancellation charges from them. In the meantime your Account Manager will contact you to see if they assist.

Regulated – As a consumer, you have a legal right to cancel the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14days of signing the order form. If you cancel within the 14days of signing the order form no cancellation fee’s will be charged and the order cancelled. We are permitted by law to retain/pursue payment of the Processing Fee to cover costs we have incurred in processing your Finance Application and Securing the vehicle. The Customer Support Team will contact you within 14days of receipt of cancellation to confirm the closing of your Finance Application and Cancellation of the vehicle with the dealer.

If you cancel after 14days of signing your order form and no alternative recourse can be found and you continue with the cancellation the Customer Support Team will confirm your Cancellation Fee of £300 inc VAT via email. Finance will issue the invoice within 24hours to the email address on the account. Payment is due upon receipt of invoice.

Unregulated – If you cancel after 14days of signing your order form and no alternative recourse can be found and you continue with the cancellation the Customer Support Team will confirm your Cancellation Fee of £600 ex VAT via email. Finance will issue the invoice within 24hours to the email address on the account. Payment is due upon receipt of invoice.

4b) Cancellation due to failure to obtain/maintain credit

Due to regulations regarding affordability the funder will check your credit status periodically through your order journey. Usually every 90days. Should you at any point fail to be approved for finance and no alternative recourse can be found then a Cancellation Fee.

Regulated – £300 inc VAT will be charged

Unregulated – £600 ex VAT will be charged.

4c) Cancellation by V4B Ltd

If at any point V4B Ltd are made aware of changes from the Manufacturer, Dealer or Finance Provider which will impact the order or future finance agreement you will receive 28days to cancel the order without penalty. Additionally, if changes occur which inhibit V4B Ltd from being able to fulfil any part of the order we reserve the right to cancel the order. These changes include but aren’t limited to Manufactures Pricing, Model Specification, Finance Rental, Changed in VED and discounts. Changes to delivery dates do not constitute as a change in your order as all dates given are estimates and are subject to change.

What do I do if I have a complaint?

If you have a complaint about any aspect of our service, then we would like to hear from you.

How do I get in touch with V4B Ltd?

Phone : 0800 096 6488

Email : help@v4b.co.uk

Post : Ellkat House

Coed Aben Road

Wrexham Industrial Estate

Wrexham.

LL13 9UH

We aim to resolve all complaints however where we cannot resolve to your satisfaction you may be entitled to refer it to Financial Ombudsman Service.

How do I get in touch with the Financial Ombudsman Service?

Phone: 0800 023 4567

The phones lines are open between 8am and 5pm, Monday to Friday. At times, you might need to wait to speak to someone.

Online : https://www.financial-ombudsman.org.uk/contact-us/complain-online

You may also be able to benefit from BVRLA ADRS (Alternative Dispute Resolution Service)

How do I get in touch with the BVRLA’s ADR service?

Email: complaint@bvrla.co.uk

Post: Conciliation Service

BVRLA

River Lodge

Badminton Court

Amersham

Buckinghamshire

HP7 0DD

For further information on how we handle your complaint please request a copy of our complaints policy

Additional Information

a) All prices are subject to VAT unless otherwise stated and subject to change in line with the government.

b) These terms and conditions are subject to review and amendment. To check which version your order is please check the bottom for the date or email help@v4b.co.uk. New terms and conditions will be posted on V4B Ltd, and all customers will be notified via email should they be affected by the changes. If the changes have a material effect on your order you will be given 28days to cancel without penalty. However, if the changes made do not constitute a material change then cancellation due to the changes will incur a cancellation fee.

c) DPF Filter

Important information regarding Diesel vehicles with Diesel Particulate Filters (DPF)

Diesel particulate filters significantly reduce harmful emissions and are vital for diesel vehicles meeting European tailpipe emissions, but care is needed when using this technology in predominantly urban driving conditions. You have been advised during the pre-order process of your responsibilities regarding DPF filters, therefore the V4B Ltd and dealers/funders will accept no responsibility for additional costs relating to DPF management and maintenance

d) ADBLUE

Certain diesel vehicles require the regular use of AdBlue (Diesel Exhaust Fluid) to operate properly and comply with emissions regulations. It is the sole responsibility of the you to ensure that AdBlue is maintained at appropriate levels in accordance with the vehicle manufacturer’s guidelines.

Fleetsauce Ltd will not be liable for any damage, performance issues, engine faults, or additional costs arising from the failure to refill or maintain AdBlue levels, or from the use of incorrect or contaminated AdBlue. This includes, but is not limited to, breakdowns, increased emissions, or system malfunctions related to the Selective Catalytic Reduction (SCR) system.

e) DEV/PHEV & Charging Batteries

Important information regarding DEV/PHEV vehicles & Charging Batteries

The term ‘electric vehicle’ (EV) refers to any vehicle powered, in part or in full, by a battery that can be directly plugged into the mains. In short, any vehicle that can be plugged in. Performance will depend on the type of EV. You must ensure that your vehicle is adequately charged and maintained according to the manufacturer’s specifications. Fleetsauce Ltd will not be held liable for any damage, loss, malfunction, or performance issues resulting from the failure to properly charge or maintain the vehicle. This includes, but is not limited to, issues

f)Leaving the EU

If because of the UK leaving the EU, tariffs/duties are payable on the import of vehicles, all the vehicle manufacturers now reserve the right to change the price of the vehicle(s). If a manufacturer does increase the price, you will have an opportunity to cancel your order. This increase will not apply if your vehicle arrives in the UK prior to tariffs/duties applying.

g) Force Majeure

We shall be entitled to suspend or cancel our obligations under this agreement if we shall be prevented and/or hindered from fulfilling our obligations by strikes, lockouts, fire or failure by any manufacturer or supplier to supply a Vehicle or the theft of a vehicle, or any other event outside our control.

h) Commission Disclosure

The FCA expects any intermediary to disclose to the customer that a commission may be payable by the owner or creditor to the intermediary, and, if the customer asks, the amount of that commission.

The FCA has made it clear that “commission” means any financial consideration. If you would like V4B Ltd to disclose any potential commission, please make your request to our head office address or by email to help@v4b.co.uk or by telephone: 0800 0966 488

i) Conflicts of Interest

If it is discovered that V4B Ltd or any of its Directors/Staff have a material interest in the business, you ask us to transact on your behalf we will make you aware. We will issue you a Conflict-of-Interest notice for you to review. If you are happy for us to process, please sign and return the document to help@v4b.co.uk

j) Data Protection & Confidentiality

V4B Ltd are registered with the ICO (Information Commissioner’s Office) – Firm Reference ZA048218

V4B Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using our website, then you can be assured that it will only be used in accordance with our privacy statement.

V4B Ltd use the information provided to obtain quotes and arrange finance with a funder and arrange delivery with a dealer. The funder/dealer may request additional information to conduct credit searches on individuals and/or businesses that form part of the agreement. Further information on the funders Data Protection and Confidentiality can be found within their Terms and Conditions. V4B Ltd are not liable if a Data Protection or Confidentiality breach results from a Funder/Dealer error or omission.

V4B Ltd is a member of a group which includes V4B Ltd, Fleet Sauce Ltd, Business Finance, The Car Shop, ACV Hire & Autolease Spain. Information is shared amongst the companies in line with our Data Policy.

V4B Ltd has Appointed Representative /Agents who act on behalf of V4B Ltd. Information is shared between the Appointed Representative and V4B Ltd in line with our Data Policy.

All customer records are kept Private and Confidential therefor V4B Ltd reserve the right to give copies of your records rather than allowing access to files which could contain information of other customers.

If you would like to view the information V4B Ltd has on record, please email help@V4b.co.uk. We are required to confirm your identity before any information is disclosed in accordance with the Proceeds of Crime Act 2002 (POCA)

A full copy of our Data Protection & Confidentiality policy is available on our website or by emailing help@v4b.co.uk to request a copy.

k) All invoices issued are due for payment on receipt if invoice. Failure to make payment may result in the additional charges/interest being added.

l) For details of the applicable terms and conditions of the vehicle, please refer to the Manufacturer’s warranty provided with the Vehicles. If you are a consumer, a Manufacturer’s warranty is in addition to, and does not affect, your legal rights in relation to any Vehicles that are faulty or not as reasonably described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office

What is an Privacy and Data Protection Policy?

This document sets out how V4B Ltd intends to use and protect any information given to by any means of communication. It ensures that V4B Ltd do not breach your rights as laid out by the ICO :-

Your Data Protection rights are :-

Your right to Access – You have the right to ask us for copies of the data we hold about you
Your right to rectification – You have the right to ask us to rectify any inaccurate or incomplete information
Your right to erasure – You have the right to have your data erased
Your right to restriction of processing – You have the right to ask us to restrict the processing of your data in certain circumstances
Your right to object to processing – You have the right to object to us processing your data in certain circumstances
Your right to data portability – You have the right to ask the we transfer personal data to you or another third party

Who are V4B Ltd?

We registered office is Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH

We are a member of the BVRLA (British Vehicle Rental & Leasing Agency) – Membership Number 895

We are a member of a group which includes Fleetsauce Ltd, Ellkat Brokers Ltd, V4B Business Finance Ltd, R.A.D.S t/a The Car Shop, ACV Hire & Autolease Spain.

V4B Ltd has Introducer/Appointed Representatives/Agents/Sub-Franchises who act on behalf of V4B Ltd.

Who regulates us?

V4B LTD is registered with the Information Commissioners Office (ICO). Our registration number is ZA048218. If you have any questions regarding Data please contact our Data Protection Officer Tracey Jones

Post :- V4B Ltd, Ellkat House, Coed Aben Road, Wrexham Ind Est, Wrexham. LL13 9UH.

Email :- traceyjones@v4b.co.uk

What information will V4B Ltd collect?

We may collect the following information:

Name and Job Title
Contact information including email address
Demographic information such as postcode, preferences, and interests
Other information relevant to customer surveys and/or offers
Financial information relevant to the Funder Application

What do V4B Ltd do with the information its gathered?

We require this information to understand your needs and provide you with a better service.

The information will be used for

Internal record keeping.
Application for agreement with funders/dealers
We may use the information to improve our products and services.
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

When processing personal data, we ensure that:

it is processed lawfully, fairly and in a transparent manner in relation to the data subject
it is collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes
it is all adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed
it is all accurate and, where necessary, kept up to date and that reasonable steps will be taken to ensure that personal data that are inaccurate, having regard to the purposes for which they are processed, are erased or rectified without delay
it is kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the personal data are processed
it is processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures

Under UK General Data Protection Regulation the lawful basis we rely on for processing this information are

Your Consent. You are able to remove your consent at any time by emailing help@v4b.co.uk
We have a contractual obligation
We have a vital interest
We have a legitimate interest

Who else do V4B Ltd share my information with?

At V4B Ltd, we take the sharing of your information seriously and ensure that it is always done in compliance with data protection laws and in line with our privacy & data policy. We only share your data with third parties who will use it according to our instructions. Some of the organisations we may share your information with include:

Credit reference agencies (to propose you for vehicle finance)
The finance provider (to generate the finance agreement)
The supplying dealer group or vehicle logistics partner (to order and deliver the vehicle)
Electricity and energy suppliers (to supply you with home EV charging units if requested)
Car or van hire providers (to supply you with a hire vehicle for agreements of up to 90 days)
Claims handling and fraud prevention agencies (to investigate or prevent crime)
Vehicle management companies (to administer maintenance and service plan agreements, if taken)
Insurance companies (to administer insurance agreements such as GAP insurance, warranty and assist)
Our group companies (V4B Group), affiliates, and partners where there is potential benefit for our customers to learn more about their products.
Anyone who is authorised (and named) on your account with V4B Ltd that has given permission on your behalf – please notify us prior to any information being shared.
Credit reference agencies (CRAs), fraud prevention agencies, anti-money laundering, and terrorist financing tools, both when you first sign up and routinely whilst you have an account with us. This includes ongoing exchanges of information with/from CRAs of settled or unpaid debts. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates.
Debt collectors and vehicle recovery agencies where we have to recover sums or vehicles owned by us.

We may also share your information if we have a legal or regulatory obligation to do so. In such cases, we may need to disclose or share your personal information to comply with a legal obligation, such as in the case of investigating theft or fraud.

What do V4B Ltd do to keep my information secure?

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How do V4B Ltd use cookies?

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Can I control how my information is used?

You may choose to restrict the collection or use of your personal information in the following ways:

whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
if you have previously agreed to us using your personal information, you may change your mind at any time by writing to or emailing us at help@V4B.co.uk; however this may impact our ability to fulfil our obligations. We will confirm the implications before removing consent.

We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law.

What do I do if the information you have about me is incorrect?

If you believe that any information we are holding on you is incorrect or incomplete, please write to Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH or email help@V4B.co.uk as soon as possible. We will promptly correct any information found to be incorrect.

How can I access the information you have on me?

You have the right to request access to a copy of the personal information that we hold about you. This is also known as a ‘Subject Access Request’. This information is provided to you free of charge however, we can refuse to respond or charge a ‘reasonable fee’ of £10 inc. VAT when a request is manifestly unfounded, excessive or repetitive.

If you would like to submit a Subject Access Request, please email help@V4B.co.uk. We are required to confirm your identity before any information is disclosed in accordance with the Proceeds of Crime Act 2002 (POCA)

We will response to your request without delay and at the latest, within one month of receipt of your request.

Breaches

If at any time we become aware that your data has been compromised, or that a breach of our systems and controls has occurred, which has an impact on the security of your data, we will notify the Information Commissioner’s Office, and you, without undue delay.

What do I do if I have concerns about how V4B Ltd are using my data?

If you have any concerns about our use of your personal data you can make a complaint to us

Post :- V4B Ltd, Ellkat House, Coed Aben Road, Wrexham Ind Est, Wrexham. LL13 9UH.

Email :- help@v4b.co.uk

You can also complaint to the ICO if you are unhappy with how we have used your data.

Post :- Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Chesire. SK9 5AF

Telephone:- 0303 123 1113

Website:- www.ico.org.uk

To access this policy in another format please email compliance@v4b.co.uk

Information Notice

What is an Information Notice ?

The Finance Conduct Authority require us to provide you with a document called an Information Notice. This document provides information about us, who regulates us, the services we provide, what we charge for our services and cancellation and complaints procedures.

Who are V4B Ltd and who regulates us ?

V4B Ltd specialise in Personal and Business Vehicle leasing having been in the industry 30+ years. Our registered office is Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH.

We are authorised and regulated by the Financial Conduct Authority – Firm reference 669956. This can be verified by visiting the FCA’s website. We are a member of the BVRLA (British Vehicle Rental & Leasing Agency) – Membership Number 895

V4B Ltd are credit brokers and not a lender

We are not linked to any of our lending panel members

Do we charge for our services?

We charge a processing fee of between £0 and £400 inclusive of VAT per order.

This charge is for the sourcing of a vehicle, sourcing of finance and order management and is non-refundable

This sum will be confirmed to you on your Vehicle Order Form and will be payable on receipt of the invoice. It will be payable by the following means:-

Debit/Credit Card
Bank Transfer

Delaying payment may result in delays in your order or effect the rates quotes.

In the event the order is cancelled at any point V4B Ltd will retain the processing fee to cover costs and expenses incurred.

V4B Ltd may earn commission from the funder/dealer relating to your order. These commissions will vary depending on each lender but will have no impact on our advice given. For certain lenders we do have influence over the interest rate, and this can impact the amount you pay under this agreement. For further details please email help@v4b.co.uk

Do we charge for cancellations?

To cancel your order please email help@v4b.co.uk with your Name, Order Reference, Vehicle Ordered and Reason for
Cancellation. Upon receipt of your cancellation request V4B Ltd will liaise with the funder and/or dealer and confirm any
cancellation charges from them.

The Customer Support Team will contact you within 14days to confirm the order has been cancelled successfully.

If you cancel after 14 days of signing the order form you will be charged £300 inc VAT.

What to do if you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you.

Phone : 0800 096 6488 Email : help@v4b.co.uk Post : V4B Ltd, Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH

Initial Disclosure Document

What is an Initial Disclosure Document?

The Financial Conduct Authority (FCA) is the independent regulator of financial services. The Financial Conduct Authority require us to provide you with a document called an “Initial Disclosure Document”. This document provides information about us, the products we offer, the services we will provide, what we charge for our services, who regulates us, what to do if you have a complaint.

Who are V4B Ltd ?

Our registered office is at Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham. LL13 9UH

We are authorised and regulated by the Financial Conduct Authority – Firm reference 669956

V4B Ltd are credit brokers and not a lender and are not linked to any of our lending panel member.

We are registered with the Information Commissioners Office – Firm reference ZA048218

We are also a member of the BVRLA (British Vehicle Rental & Leasing Agency) – Membership Number 895

V4B Ltd has Introducers/Appointed Representatives/Agents/Sub-Franchises who act on behalf of V4B Ltd. Information is shared between the Appointed Representatives/Agents Sub Franchises and V4B Ltd in line with our Privacy & Data Policy.

Who regulates us?

V4B LTD is authorised and regulated by the Financial Conduct Authority. Our firms reference number is 669956. You can verify this on the Financial Conduct Authority’s Register by visiting the Financial Conduct Authority’s website: http://www.fca.org.uk/register/ or by contacting them on 0300 500 8082. Other services we offer are not regulated by the Financial Conduct Authority however the Financial Ombudsman Services has now been extended to handle some complaints under the Consumer Credit Act. V4B Ltd are also a member of the British Vehicle Rental and Leasing Association (BVRLA) – Member number 895.

What services do we provide?

As a Financial Conduct Authority regulated credit broker, we can introduce you to a range of lenders who may be able to help you finance your vehicle and provide other products services. V4B Ltd is a credit broker not a lender.

We will provide you with either comparable details of firms most appropriate to your lending or purchase requirements or general information relating to finance products. In assessing your requirements, we may seek such information about your personal circumstances and objectives as this might be relevant to enable us to identify your needs. It is important that you provide us with accurate and relevant information. You will not receive advice, or a recommendation from us, but we may ask questions to narrow down the selection of firms offered, from which you can make your own choice if you so wish.

Do we charge for our services?

We charge a processing fee of between £0 and £400 inclusive of VAT per order. This charge is for the sourcing of a vehicle, sourcing of appropriate finance & order management. This fee is non-refundable.

We may also receive payments and/or other benefits from finance providers/vehicle suppliers should you decide to enter into an agreement with us. These fees may be variable or pre-set dependent on the product and the volume that we place with the chosen funder/supplier, but will have no impact the options given. For certain lenders we do have influence over the interest rate, and this can impact the amount you pay under this agreement. For a copy of our Commission Disclosure Policy please email Help@v4b.co.uk

What do I do if I want to cancel?

Below outlines V4B Ltd cancellation policy & procedure only . Your selected funder and/or dealer may have cancellation terms of their own which will also be enforceable.

Our cancellation policy differs dependant on order type. This information can be found on your order form.

To cancel your order please email help@v4b.co.uk will your Name, Order Reference, Vehicle Ordered and Reason for Cancellation. Upon receipt of your cancellation request V4B Ltd will liaise with the funder and/or dealer and confirm any cancellation charges from them.

If no alternative recourse can be found and you continue with the cancellation your account manager will confirm your cancellation fee via email.

REGULATED – Personal Contracts

If you are a consumer, you have a legal right to cancel the contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14days of signing the order form.

If you cancel within the 14days of signing the order form no cancellation fee’s will be charged and the order cancelled. We are permitted by law to retain/pursue payment of the Processing Fee to cover costs we have incurred in processing your requests. The Customer Support Team will contact you within 14days to confirm the order has been cancelled successfully.

If you cancel after 14days of signing the V4B Ltd order form you will be charged 1 months rental as per your order form.

UNREGULATED – Business Contracts

If you cancel at any time after signing the order form V4B Ltd you will be charged 3 months rental as per your order form.

What happened if V4B Ltd cancel my order?

If V4B Ltd cancel due to us not being able to fulfil your order we will email you to confirm the reason we are unable to fulfil your order and confirm cancellation of the vehicle/finance.

No cancellation fee will be issued however we will retain the processing fee for services rendered.

What to do if you have a complaint

If you have a complaint about any aspect of our service, please contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.

To register a complaint:
Email – help@v4b.co.uk
Call – 0800 0966 488
Write to – V4B Ltd, Complaints, Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham, LL13 9UH

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. With our final response we will provide a copy of the Financial Ombudsman Service’s explanatory leaflet.

For further information please email help@v4b.co.uk to request a copy of our Complaints Policy and procedure.

What does V4B Ltd do with your Data?

V4B Ltd is committed to ensuring that your privacy is protected and follow guidelines as set by the Information Commissioners Office – Data Protection Register Reference ZA048218.

Should we ask you to provide information by which you can be identified then you can be assured that it will only be used in accordance with our Privacy & Data Policy.

If you would like to view the information V4B Ltd has on record, please email help@v4b.co.uk. We are required to confirm your identity before any information is disclosed in accordance with the Proceeds of Crime Act 2002 (POCA)

A full copy of our Privacy & Data policy is available on our website or by emailing help@v4b.co.uk to request a copy.

Complaints Handling Policy

What is V4B Ltd complaints policy?

V4B Ltd aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

What does V4B Ltd class as a complaint?

As per the Financial Conduct Authority a complaint is defined as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service. It alleges how you have suffered (or may suffer): financial loss; material distress; or material inconvenience.

Who does this Complaints Policy apply to?

Any customer who is unhappy with the service received from V4B Ltd can complain, however only the below customers have the option to forward their complaint to the Financial Ombudsman is they are unhappy with our final response.

Personal Customers
Self Employed Customers
Partnerships (4 partners or less)

What should you do if you have a complaint?

If you have a complaint about any aspect of our service, then we would like to hear from you.

How do I get in touch with V4B Ltd?

Phone : 01978 668908

Email : help@v4b.co.uk

Post : Ellkat House, Coed Aben Road, Wrexham Industrial Estate, Wrexham.LL13 9UH

What happens when I make a complaint?

We will try to resolve your complaint immediately or within 3 days.

In the unlikely event that we are not able to resolve your complaint within 3 working days, we will keep you informed of the progress of our investigations.

During the investigations the Customer Service Team Member will review all correspondence which includes but not limited to emails, calls, social media messages & marketing material, and they will discuss the complaint with all parties involved (Account Manager, Customer Support Team, Deal, Funder etc)

After the investigation the Customer Support Team will email you

Summary of complaint
Investigation undertaken
Our resolution

If you agree to the resolution, you will then receive a final response.

If you don’t agree to the resolution, it will be escalated and reviewed by the management team.

Their resolution will be a final response.

A final response will outline our findings, our resolution, and details on how to escalate further.

The FCA maximum time limit for a Final Response is 8 weeks from the date of complaint

What happens if I don’t agree with the Final Response?

If you have a regulated contract with us and are not satisfied with our final response, you may entitled to refer it to Financial Ombudsman Service.

How do I get in touch with the Financial Ombudsman Service?

Phone: 0800 023 4567 – The phones lines are open between 8am and 5pm, Monday to Friday.

At times, you might need to wait to speak to someone.

You may also be able to benefit from BVRLA ADRS (Alternative Dispute Resolution Service)

if:

Your complaint relates to a BVRLA member

AND

Your transaction took place in the UK

AND

You have fully exhausted the member’s own internal complaints procedure and received their final written decision. You need to contact us within 12 months of the member’s final response to your

How do I get in touch with the BVRLA’s ADR service?

Email: complaint@bvrla.co.uk

Post: Conciliation Service

BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire. HP7 0DD

If you have any questions in relation to our Complaints Policy, please email help@v4b.co.uk

Who is responsible for managing complaints within V4B Ltd?

Tracey Jones has overall responsibility for managing complaints however the day to day management is delegated to the Customer Support Team Leader and Christine Roberts.

Treating Customers Fairly Policy

What is V4B Ltd Treating Customers Fairly (TCF) Policy?

We value our customers and treat them fairly by providing a professional service and sell them products that fit their needs. We have embedded treating customers fairly (TCF) principles within our business and our service. V4B Ltd believe TCF is more than just a policy, but it is about establishing a culture of fairness throughout the business. The TCS Policy sets out the responsibilities for the fair treatment of customers and demonstrate how the Company continually assesses how it treats customers fairly.

What do we do as a business to support TCF and ensure desired outcomes?

V4B Ltd ensure that the business and its staff are supporting TCF by;

Products and services we offer – We ensure that the products and services we offer are suitable for our current and potential customer. We monitor the industry for new products or services that we can offer that would compliment our current services. Whilst offering information on what products/services we offer we will ensure that only those pertinent and affordable to the customer are explained.
Marketing and Promotions – We ensure that all marketing or financial promotions we create and/or distribute are clear, fair and not mis-leasing. We ensure this is ahered to by having a clear checklist for the Marketing team to follow on what should be included in any promotions, compliance team spot checking marketing materials and ensuring that all staff confirm details with the customer which may impact the decision or outcome.
Monitoring the end results – When a deal is completed customers are offered the opportunity to advise us on their journey with us. Customer Feedback is important is it a clear indication on what if anything needs improvement or amendment.
Management Information – Compliance MI’s are completed on a monthly basis and discussed amongst the board. This includes but is not limited to information on sales targets and achievement, complaints, cancellations and staff performance. During these meetings any amendments to our services, products or procedures will be determined.

What are V4B Ltd TCF commitments?

V4B Ltd ensure that all staff follow the below commitments to ensure TCF is managed:

We explain key attributes of products and make sure that our documentation and advertising is clear, easy to understand and is not misleading
We design our marketing campaigns and literature so that the key messages are clear, balanced, and useful for our target customer segments
We regularly review our sales activities to ensure that we are selling products and services that meet the needs of our customers
Where a customer complains about our service, we treat their complaint seriously and positively. Our responses are clear and easy to understand
We use data to monitor to improve our customer service.

What are FCA Principles?

FCA has a number of principles which we must adhere to. Principle 6 is directly associated to TCF however a number of other principles apply to TCF

Principle 1: A firm must conduct its business with integrity;
Principle 6: A firm must pay due regard to the interests of its customers and treat them fairly
Principle 7: A firm must pay due regard to the information needs of its clients and
communicate information to them in a way that is clear, fair and not misleading;
Principle 8: A firm must manage conflicts of interest fairly, both between itself and
its customers and between a customer and another client;
Principle 9: A firm must take reasonable care to ensure the suitability of its advice
and discretionary decisions for any customer who is entitled to rely upon its
Principe 12: A firm must act to deliver good outcomes for retail customers.

What is V4B Ltd desired outcome?

The FCA has defined the following TCF outcomes as critical for the fair treatment of customer:

Customer are supported through the lifetime of the product/contract

Consumers can be confident that they are dealing with V4B Ltd and are treated fairly

Products marketed are designed to meet the needs of our customers

Customers are provided with clear information and kept appropriately informed before, during and after the point of sale

Customers are satisfied that advice received is suitable and takes account of their circumstances

Customers are satisfied with the products (financial packages) that perform as V4B have led them to expect

Customers should not face unreasonable post-sale changes to our product

Customers receive communications they can understand

Customers receive products and services that are suitable for their needs and offer a fair value

Cancellation Policy

What do I do if I want to cancel?

To cancel your order please email help@v4b.co.uk

Name
Order Reference
Vehicle Ordered
Reason for Cancellation.

Upon receipt of your cancellation request the Customer Support Team will liaise with the funder and/or dealer and confirm any cancellation charges from them.

Whilst the Customer Support Team gather this information your Account Manager will contact you to discuss the cancellation and see if we can offer assistance to avoid cancellation.

If no alternative recourse can be found and you continue with the cancellation your Account Manager will confirm your Cancellation Fee via email. Finance will issue the invoice within 24hours to the email address on the account. Payment is due upon receipt of invoice.

Our cancellation policy differs dependant on order type. This information can be found on your order form

REGULATED – Personal Contracts

If you cancel within the 14days of signing the order form no cancellation fee’s will be charged and the order cancelled.

We are permitted by law to retain/pursue payment of the Processing Fee to cover costs we have incurred in processing your requests.

The Customer Support Team will contact you within 14days of cancellation request to confirm the order has been cancelled successfully.

If you cancel after 14days of signing the order form V4B Ltd you will be charged 1 months rental as per your order form.

UNREGULATED – Business Contracts

If you cancel at any time after signing the order form V4B Ltd you will be charged 3 months rental as per your order form.

What happens if V4B Ltd cancel my order?

Below outlines V4B Ltd cancellation policy only and outlines the procedure if we cancel your order.

If V4B Ltd cancel due to us not being able to fulfil your order, then we will email you a Cancellation Notice and the dealer/funder will be notified. You will not be liable for any costs from the dealer/funder.

How will I be invoiced for the cancellation fee?

Within 24 hours of your Account Manager confirming the Cancellation Fee’s the Finance Department will issue an invoice to the email address on your account. Please check Junk/Spam folder. If not received please email your Account Manager.

Payment is due upon receipt of invoice.