Contact
Contact Car Leasing
Contact the friendly staff at Car Leasing Ltd for more information about car and van leasing. We're ready to help!
Next House, High Street, Bramley, Guildford, Surrey, GU5 0HS
Telephone: 01483 891010
Fax: 01483 891018
Email: admin@nextvehicles.co.uk
Lasyard House, Underhill Street, Bridgnorth, Shropshire, WV16 4BB
Telephone: 01746 766144
Fax: 01746 765626
Email: sales@nextvehicles.co.uk
Complaints Procedure
We have an enviable reputation for excellent working relationships with our clients and very rarely do we need to utilise this procedure. However, it is vital that we have one in place with all our clients for peace of mind. It would be our intention to resolve any issues quickly at the point of initial concern. We understand that there may be instances of dispute that require escalation, in which case the following procedure is implemented:
In the event of an unresolved service or quality issue with Next Vehicles, Julian Pearson, Director will serve as the person for conflict resolution. If the issue cannot be resolved satisfactorily, Simon Hall Director will become involved. All details are recorded and filed. We will adopt the following steps in conflict resolution:
Discovery
- Identify problem
- Get perspective of all parties involved (client, finance company, salesperson,or other third party that may be involved
Evaluation
- Identify options that will satisfy the client's need
- Determine most appropriate and fair option
Action
- Implement resolution
- Notify all parties of action taken
- Identify steps to assure that this conflict will not recur
- Implement action steps
Review
- Review action steps taken to resolve conflict with client
- Review with client to determine client satisfaction with outcome
- Encourage communication to ensure that channels are open for furtherfeedback on process action steps and outcome Specifically, the following protocol is recommended:
- Client will notify the Next Vehicles salesperson with whom they had been arranging a new car there is a concern.
- The Next Vehicles salesman will notify Julian Pearson, Director, of the concern and the matter will be researched.
- Julian Pearson will contact the individual involved directly in the sale within one business day. Julian Pearson will then either provide the client with resolution at that time or explain why more time is needed to identify the best possible solution.
- If the client is not satisfied with the proposed resolution, Julian Pearson will elevate the issue to Simon Hall, Director.
- If an agreeable resolution is not found Simon Hall will escalate to a joint meeting between Julian Pearson and Simon Hall in order to facilitate a mutually agreeable solution.
In summary, we can confidently provide a service of the highest quality across all aspects of vehicle leasing.
We are BVRLA members and operate within their published code of conduct. If you have any complaints regarding the lease of your car, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:
By telephone: 01494 434747
By facsimile: 01494 434499
By email: info@bvrla.co.uk
By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD
As we are appointed by the FSA and hold a Consumer credit License issued by the office of Fair Trading, we also have a duty to operate and provide services within the rules determined by the office of Fair Trading. If you have any complaints regarding the financial structure of the lease you are entitled to refer your complaint to the Financial Ombudsman Service (FOS) quoting reference number 491250.
Their contacts details as follows:
Financial Ombudsman Services
South Quay
183, Marsh Wall
London
E14 9SR
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