We always aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of 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 in a timely manner.
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.
What to do if you have a complaint
If you have a complaint about any aspect of our service, we would like to hear from you. To help us investigate and resolve your concerns as quickly and efficiently as possible, you should in the first instance contact the department with which you have been dealing.
Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time.
Our contact details are as follows:
Tel: 01274 770 082
To help us resolve your problem efficiently, you should provide the following information:
- Your full name and contact information
- Full details of your complaint
- Your lease agreement details
- Details of what you would like us to do to put things right
- Photocopies of any relevant paperwork
Any other information that you think may be relevant
What we will do if we receive a complaint from you
We will make every effort to try to resolve your complaint immediately. However, sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the third business day following receipt, we will keep you informed of the progress. We will send you an acknowledgement within five business days from us receiving your complaint.
We will provide our final response in writing, including our findings and any actions we will take to put the matter right. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.
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.
Financial Ombudsman Service
If you have a regulated consumer contract with us and are not satisfied with our final response, you may be eligible to refer the matter 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
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)
If you have any questions relating to our complaints handling procedure, please contact us on 01274 77 00 82.