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:
We will acknowledge your complaint within five working days, and immediately activate the following procedure:
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:
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:
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:
In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information: