Set out below is our complaints procedure and the process we follow. Total Vehicle Leasing Limited pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you receive from us we would like to know. We aim to resolve any complaint quickly and to your satisfaction. This procedure 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 Total Vehicle Leasing Limited
How to make a complaint
Stage 1 - We would like to resolve your complaint as quickly as possible. Most difficulties can be resolved at an early stage by talking informally with your Account Manager on 01565 65 66 66
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 elect for your complaint to be escalated to the Compliance Manager. You can reach the Compliance Manager by several different methods; by telephone on 01565 65 66 66 and specifically asking to speak to the Compliance Manager, via Email at firstname.lastname@example.org or via postal address at:
Complaints in writing to: Customer Services Manager Mail: Total Vehicle Leasing Limited,Suite 5, St Anne’s House, 1 Old Market Place, Knutsford, Cheshire WA16 6DP
Telephone: 01565 65 66 66 Email: email@example.com
Please ensure to express in your communication that it is for the attention of the Compliance Manager. To help us assess your complaint please provide the following information:
What information do we need?
- Your name and contact details
- Details of your complaint
- explanation of the steps you have already taken to try to resolve the complaint
- What would you like us to do to make it right?
You should keep copies of all information submitted for your records.
Complaints in writing to: Customer Services Manager, Total Vehicle Leasing Limited, Suite 5, St Anne’s House, 1 Old Market Place, Knutsford, Cheshire WA16 6DP
Telephone: 01565 65 66 66
What will we do
Any complaint verbal or written will be referred to the relevant department manager (i.e. the sales manager) and to our complaints manager. This will happen at the earliest opportunity if the relevant manager is unavailable.
We will also
- Acknowledge the complaint in writing promptly
- Give details in our acknowledgement letter of the Financial Ombudsman Service
- Make contact to seek clarification on any points where necessary.
- Fully investigate the complaint.
- Keep you informed of our progress
- Discuss with you our findings and proposed response
You should expect an acknowledgement of your complaint within three working days of your complaint being submitted and a full written response within 28 days. If this is not possible we will keep you informed in writing of any update to your complaint and provide you with a further date of when you can expect to receive a final response from us.
As a business, we aim to resolve all complaints within 21 working days from taking receipt of your complaint.
If you consider that your query has not adequately been dealt with in accordance with the ‘Queries’ section above, you may contact us to request a copy of our complaints procedure and:
(a) write to Us at; FAO Customer Services Manager, Total Vehicle Leasing Ltd, Suite 5, St Anne’s House, 1 Old Market Place, Knutsford, Cheshire WA16 6DP citing ‘Complaints’ as the reference
(b) email us at firstname.lastname@example.org; or
(c) call us on 01565 65 66 66
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 email@example.com; 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 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.
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.
We always aim to provide you with the highest standard of service but if there is any occasion where for whatever reason you are disappointed with the services which 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, Total Vehicle Leasing Ltd, Suite 5, St Anne’s House, 1 Old Market Place, Knutsford, Cheshire WA16 6DP citing ‘Queries’ as the reference;
(b) email us at firstname.lastname@example.org or
(c) call us on 01565 65 66 66