Complaints procedure

If something has gone wrong, we want to put it right. This page explains how to complain and what happens next.

How to complain

Email hello@vettly.co.uk or use our contact form. To help us sort it out quickly, please include:

• your name and the email address you use with Vettly;
• your order or report reference, or the registration of the vehicle concerned;
• what went wrong, and when;
• what you would like us to do about it.

What happens next

1. We acknowledge your complaint within 2 working days.
2. We look into it and aim to resolve it within 14 days.
3. If we need longer, we tell you why and when you can expect an answer.
4. We explain our decision and what we will do to put things right.

Complaints about vehicle data

If your complaint is about information in a report, we will check it against what our source provided and, where we can, pass it on so the record can be corrected. If a report you paid for was materially wrong because of a data error, we will refund you where appropriate. Our data sources page explains who corrects each kind of record, and our terms explain refunds.

If you are not happy with our answer

If we cannot resolve your complaint, we will tell you in writing, give you the name of an alternative dispute resolution (ADR) provider that could consider it, and say whether we agree to use it.

You can also get free, impartial advice from the Citizens Advice consumer service, or in Scotland from Advice Direct Scotland and in Northern Ireland from Consumerline. Your legal rights, including your right to go to court, are not affected.

Complaints about your personal data

If your complaint is about how we handle your personal data, tell us first so we can try to put it right. You can also complain to the Information Commissioner's Office (ICO): ico.org.uk, telephone 0303 123 1113.