Complaints Procedure

Complaints Procedure

Set out below is our complaints procedure and the process we follow. The Vehicle Leasing Expert Limited take great pride in our extremely high level of service. We work to the FCA Principle of treating all customers fairly and to exceed your expectations at every level. Should you feel unhappy with the service you receive from us we would like to know. Our aim is to resolve any complaint as quickly as possible and to your satisfaction. The procedure below explains how we will deal with your complaint. 

What is a complaint?

Any formal or informal complaint can be made if you are unhappy with the following:

The delivery and quality of services received pre and post-delivery of a vehicle

The delivery of a vehicle

Any other matters relating to The Vehicle Leasing Expert Limited 

How to make a complaint

Stage 1 - We would like to resolve your complaint as quickly as possible. We find that most complaints can be resolved at an early stage by talking informally with your Account Manager on 01565 757813

Stage 2 - In the unlikely event that your initial complaint is not resolved by your Account Manager you should contact the relevant department Team Leader as specified in the contact section below.

Stage 3 - If you feel the problem is still not resolved to your satisfaction, you can ask for your complaint to be escalated to the Customer Service manager. You can reach the Customer Service Manager by the following; by telephone on 01565 757813 and specifically asking to speak to the Customer Services Manager, via Email at customerservicesmanager@thevehicleleasingexpert.co.uk or via postal address at: Customer Services Manager, The Vehicle Leasing Expert Limited, Springwood, Booths Park, Knutsford, Cheshire, WA16 8QZ 

Please make sure your communication is for the attention of the Customer Service Manager. To help us deal with your complaint please provide us with the following information:

Your name and contact details

Outline details of your complaint

A short explanation of the how you have already tried to resolve the complaint

How you feel we can correct the situation?

Please keep copies of all information submitted for your own records.  

What will we do?

Any complaint verbal or written will be referred to the relevant department manager (i.e. the Team Leader) and to our customer service manager at the earliest opportunity. 

As well as this we will also

Acknowledge the complaint in writing as soon a spossible.  Giving details in the letter of the Financial Ombudsman Service.

Contact yourself to seek clarification should we need to.

Investigate the complaint.

Update you on our progress

Talk through with you our findings and proposed response

You can expect acknowledgement of your complaint within three working days of you submitting your complaint, with a full written response within 28 days. If we are unable to do this we will keep you informed in writing of regarding any update to your complaint. Providing you with a date when you can expect to receive a final response from us. 

The Vehicle Leasing Expert, aim to resolve your complaint within 21 working days of receiving your complaint. If you consider that your complaint has not been dealt with correctly in accordance with the ‘Queries’ section below, you may contact us to request a copy of our complaints procedure.  

If you remain dissatisfied following completion of our complaints procedure, then you may refer to the BVRLA’s conciliation service.  Details of your complaint should be submitted in writing to the BVRLA, using its complaint form which may be accessed via http://www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service.  The complaint form should be sent to the BVRLA via email to complaint@bvrla.co.uk; post to BVRLA, River Lodge, Badminton Court, Amersham, HP7 0DD; or fax to 01494 434499. 

If a dispute remains that is of a technical nature relating to the functions or capabilities of the vehicle or any similar or related matter, then such a dispute shall be referred for final settlement to an expert nominated jointly by the parties or failing to agree to a nomination within 10 Business Days after either party's request to the other nominated at the request of either party by the BVRLA.  Such expert shall be deemed to act as an expert and not as an arbitrator.  The expert's decision shall (in the absence of clerical or manifest error) be final and binding on the parties and his costs shall be borne between the parties in equal shares unless he determines that the conduct of either party is such that such party should bear a greater proportion of such fees. 

Consumer credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service (‘FOS’) within 6 months from the date of the final decision provided to You  http://www.financial-ombudsman and furthermore, as a Consumer, you are entitled to resort to the European Commission’s online dispute resolution procedure which can be accessed via http://ec.europa.eu/consumers/ 

Consumer credit customers also have the legal right to refer complaints to the Financial Ombudsman Service within six months from the date of the final response being provided to you. You can also refer your complaint to the Financial Ombudsman Service if you have not received a final response and it has been eight weeks or longer since your complaint was first submitted. 

Consumer credit customers should note that in some instances due to Data Protection, we may need to refer you directly to the finance provider, we will advise you of this if it applies to you. 

Queries

As previousley stated, we take great pride in our levels of customer service. We do get it wrong sometimes. If for any reason you are disappointed with the services we have provided or have a specific query in relation to or arising out of any contract between you and us then you may contact us via:

(a) Write to us at; FAO Customer Services Manager, The Vehicle Leasing Expert Limited. Springwood, Booths Park, Knutsford, Cheshire, WA16 8QZ quoting ‘Queries’ as the reference;

(b) Email us at customerservicesmanager@thevehicleleasingexpert.co.uk

(c) Call us on 01565 757813

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