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Hi Hotseecee,
Can you post up a copy of the redacted letter that was sent to you? It doesn't sound like they have addressed your complaint rather sent a letter of your options, but I would need to see it in order to give a more precise answer.
I don't think I've asked the question but who is the finance company by by the way?
I'm inclined to suggest you really need to pursue your complaint to the Financial Ombudsman. The finance co. are deliberately avoiding their duty and obligation to respond to your complaint, as well as avoiding the issue of VT.
I appreciate the stress you may be under but unfortunately finance companies do not make it easy for you to VT, which should otherwise be a straight forward process.
If it is really becoming so stressful for you then I would suggest you return the car and pay the collection fees to get it over with. I would probably expect them to further challenge you and seek refurbishment costs for any damage to the vehicle if not in line with their expectations - again if you are so worried then I suggest you pay whatever they are asking for.
Otherwise, I would suggest a response to that letter and explain that you have still not received an outcome of your complaint which they confirmed to the FOS they would log and respond to. It is a clear breach of their obligations under the FCA Rules and unless an outcome of that response is provided then you will direct your complaint to the FOS.
If the letter you received is their final response, then you can skip the above step and go to the FOS.
Can you post up a copy of the redacted letter that was sent to you? It doesn't sound like they have addressed your complaint rather sent a letter of your options, but I would need to see it in order to give a more precise answer.
I don't think I've asked the question but who is the finance company by by the way?
I'm inclined to suggest you really need to pursue your complaint to the Financial Ombudsman. The finance co. are deliberately avoiding their duty and obligation to respond to your complaint, as well as avoiding the issue of VT.
I appreciate the stress you may be under but unfortunately finance companies do not make it easy for you to VT, which should otherwise be a straight forward process.
If it is really becoming so stressful for you then I would suggest you return the car and pay the collection fees to get it over with. I would probably expect them to further challenge you and seek refurbishment costs for any damage to the vehicle if not in line with their expectations - again if you are so worried then I suggest you pay whatever they are asking for.
Otherwise, I would suggest a response to that letter and explain that you have still not received an outcome of your complaint which they confirmed to the FOS they would log and respond to. It is a clear breach of their obligations under the FCA Rules and unless an outcome of that response is provided then you will direct your complaint to the FOS.
If the letter you received is their final response, then you can skip the above step and go to the FOS.
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