Complaints Procedure
Our aim is always to provide an exceptionally high level of service to all our customers.
Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.
The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you.
How to tell us if you have a complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact details are:
Car Leasing Limited
Astra House
The Common
Cranleigh
Surrey
GU6 8RZ
Telephone: 01483 891010
Email: admin@carleasing.co.uk
What information do we need to address your complaint?
To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:
- Your full name and preferred contact details
- Your Car leasing order or vehicle registration number
- Full details of your complaint
- Copies of relevant paperwork
- Photographic evidence of any complaint relating to vehicle damage/defects where applicable
- What you expect us to do to put things right
- Any other information that you think may be relevant
Please note: If you appoint a third party to act on behalf, we cannot discuss any aspect of your contract with them until we receive your permission in writing or from your personal email address or in writing to the above address.
What we do if we receive a complaint from you
Any complaint, verbal or written will be allocated to the Director. We will always try to resolve your complaint immediately. Sometimes this may not be possible. In all cases we will implement the following process:
Complaint Process
Written Acknowledgement
We will send you written acknowledgement within 3 working days of receiving your complaint
Case Number Allocated
Your case reference will be your vehicle registration number
Case Handler Allocated
We will give you the name and title of the Director handling your complaint
Seek Clarification
We may make contact to seek clarification on any points where necessary
Investigation of Complaint
Fully investigate your complaint with reference to other parties involved
Progress Updates
Keep you informed and fully updated regarding any progress
Findings
Discuss with you our findings and our proposed response
Final Response
Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority
Adviser or Provider
Customers sometimes express dissatisfaction to us about their product provider/funder. In this scenario, we will establish whether your complaint relates solely to the advice or service given by Car Leasing Ltd or the service/performance of your funder/product provider or vehicle manufacturer. If unclear, this should not delay investigation and regardless of cause we will proceed with our own investigation. The Director will review this matter and take the complaint directly to the third party, if appropriate, in consultation with you. In cases where third parties have clearly caused the issue, we will refer the matter promptly to the third party, providing you with a written explanation of why we have done so and their contact details.
Investigation
The Director will work with the relevant staff to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:
Deal with complaints promptly and fairly
Give customer complaints a clear reply and, where appropriate, fair redress
Eligibility
It is Car Leasing Ltd policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.
FCA Complaints Rules
Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience.
Final Response
This will set out clearly the Car Leasing decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
Where appropriate we are required to include details of the Financial Ombudsman Service together with the BVRLA (British Vehicle Rental & Leasing Association) Conciliation Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:
Explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter or the right to use this service is lost
Indicate whether we consent to waive the relevant time limits
Complaints settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a Summary Resolution Communication, being a written communication from us which:
Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint)
Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
Provide the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service
Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service Conciliation Service.
What to do if you are not happy with our decision
If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.
Financial Ombudsman Service
If relevant, then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.
You can contact the financial Ombudsman at the following address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Car Leasing Limited may refer any unresolved disputes to them.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities and Information) Regulations 2015.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Car Leasing ltd will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations.
The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.
You can send any complaint to the BVRLA in writing via:
Details should be submitted by email to: complaint@bvrla.co.uk
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
If you have any questions relating to Car Leasing Limited and its Complaints handling process, please contact us on 01483 891010 or email admin@carleasing.co.uk
