Rapid Vans Leasing Limited Complaints Procedure

We aim to provide a high standard of service to all our customers. However, there may be occasions when something goes wrong which leaves you disappointed or dissatisfied. If you are unhappy with any aspect of our service, we would like to know so that we can rectify it. Your comments are important to us. They help us to make changes to ensure we meet your expectations now and in the future.

If you have a complaint, you can contact us:

  • By telephone: Tel: 01446502956
  • By email: customerservices@rapidvans.co.uk
  • By post: Customer Services Manager, Duffryn Lloff Barn, Tredodridge, CF71 7UL

We will acknowledge your complaint within five working days, and immediately activate the following procedure:

Discovery

We will identify the problem

We will get the perspective of all parties involved (client, finance company, salesperson or any other third party that may be involved)

Evaluation

We will identify options that will satisfy the client's need

We will determine the most appropriate and fair option

Action

We will implement a resolution

We will notify all parties of the action taken

We will notify all parties of the action taken

We will implement appropriate actions

Review

We will review what action steps were taken to resolve conflict with client

We will act with the client, to ensure their satisfaction with the outcome

We will encourage communication to ensure that all channels are open for further feedback on the process taken and the outcome determined. We will apply the following protocol:

  • The client will notify the Rapid Vans Leasing Limited Customer Service Team that a concern exists.
  • Our aim is to always resolve customer complaints effectively and efficiently, we aim to resolve complaints within 3 working days, however some cases may take longer and if this is the case you will be kept informed throughout the investigation.
  • After 8 weeks we will either contact you with a final response or to request an extension in order to continue our investigations. Please note that after 8 weeks, whether you have received a final response from ourselves or not, you are now eligible to refer your complaint to either of the bodies listed below. This referral must be within 6 months, if the complaint is not referred to the BVRLA or FOS within 6 months, they may not be able to review your complaint.
  • In summary, we feel 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 vehicle, you are entitled to contact the BVRLA conciliation service. 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 regulated by the Financial Conduct Authority we also have a duty to operate and provide services within the rules determined by them. If you have any complaints regarding the financial aspect of the lease and you are dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service, quoting reference number 308213.

Their contact details are as follows:

  • Financial Ombudsman Services EXCHANGE TOWER, Harbour Exchange Square, Isle of Dogs, London, E14 9SR
  • Tel: 0800 023 4567
  • Email: complaint.info@financial-ombudsman.org.uk

In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information:

  • Company Name: Rapid Vans Leasing Limited
  • Registered office: Duffryn Lloff Barn, Tredodridge, CF71 7UL
  • Registration number: 11256445 (Registered in England and Wales)
  • Contact email: enquiries@rapidvans.co.uk
  • VAT number: 292778254