not completely happy with our service we'd like to hear about it so we can do
something to put it right.
everything we can to make sure our customers get the best products and service
possible. However, sometimes we may not get things right the first time.
happens we want you to tell us what went wrong so we can put matters right.
We want to:
defines a complaint to be any oral or written expression of dissatisfaction,
whether justified or not, from, or on behalf of, any person about the provision
of, or failure to provide, a financial service, which:
where to complain
If you are not satisfied with
any aspect of our service or products you can tell us about your complaint in
the following ways:
In person - call into our office at the address shown
below. We are open Monday to Friday from 9.00am - 5.00pm
In writing - write to us at the address below and
address your letter to The Customer Complaint Manager.
By telephone - call us on 0344 745 1818 during our office hours and ask for the
Customer Services Department.
By email - please use the email address: email@example.com
Central Contracts (S.O.T.)
Trentham Business Quarter,
Stoke on Trent,
will it take?
We aim to resolve your complaint
straightaway and we will confirm our resolution or continuing
investigation within 3 business days of receiving your complaint. As soon as we
have resolved your complaint we will issue our final determination letter.
We will aim to resolve your
complaint quickly but it may take longer if it is complex.
We will keep you informed on a
regular basis but if you need an update please call us on 0344 745 1818 and ask to speak to the person handling your
Complaints settled within 3 business days
Complaints that can
be settled to your satisfaction within 3 business days can be recorded and
communicated differently. Where we consider a complaint to be resolved to your
satisfaction under this section, we will promptly send you a Summary Resolution
Communication, being a written communication from us which:
cannot reach agreement with you
If we can't agree a solution
with you within eight weeks, we will:
BVRLA's conciliation service
The British Vehicle Rental and
Leasing Association (BVRLA)
Central Contracts (S.O.T.)
Limited is a member of The British Vehicle Rental and Leasing Association, a
trade body for companies involved in leasing and renting cars, vans and
Our membership of the BVRLA
gives our customers access to the BVRLA Complaints and Arbitration
Service. Details of how to use this service are given below.
The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Please see details from the European Commission website
Unresolved disputes may be
referred to the BVRLA by either the customer or the member involved, however
the member cannot initiate a complaint against the customer.
Details should be submitted by
email to: firstname.lastname@example.org. Please complete and return our complaint form
giving us authority to act on your behalf.
If the customer does not have
access to email, details can be sent by post to:
Fax: 01494 434499
The BVRLA will aim to resolve
the matter using the information presented by both parties to the dispute. Any
information requested from the member should be sent to the BVRLA within five
working days. Based on the information available, the BVRLA will provide both
parties with its findings and recommendations. The BVRLA aims to resolve
complaints through the Conciliation Service within 30 days.
What is covered under the
The Conciliation Service will investigate
potential breaches of the Codes of Conduct, which sets out the standards the
BVRLA expects from its members. The Conciliation Service can only look at
matters that relate to disputes arising from the activities of BVRLA members.
Please note that Associate
member complaints are not covered by the Conciliation Service as they do not
adhere to a BVRLA Code of Conduct.
Where the Conciliation Service
finds in favour of the customer, we will look to ensure that any unjustified
charges incorrectly raised by the member are refunded in full. The service
cannot adjudicate on the quantum of the amount charged, only on whether the
charge was correctly raised.
The Conciliation Service does
not have any jurisdiction to award compensation payments.
No restriction of rights
BVRLA members must comply with
the rulings of the Conciliation Service. Use of the Conciliation Service does
not restrict the rights of a complainant to pursue remedies through the courts.
Customers are not obliged to retain a lawyer or legal advisor but may seek
independant legal advice or be represented or assisted by a third party at any
stage of the procedure.
The Financial Ombudsman Service
Our aim is to resolve all
complaints internally. However if after receiving our final decision letter, or
if eight weeks have passed, you may have the right to refer your complaint to
the Financial Ombudsman Service (FOS). Their contact details are shown below.
Only complaints relating to our
credit brokerage services should be referred to FOS.
If you would like the Financial
Ombudsman Service to look into your complaint you must contact them within six
months of the date of our final response letter.
The Financial Ombudsman Service,
Or you can telephone on: 0800 023 4567
Further information can be
obtained from the Financial Ombudsman Service's website at www.financial-ombudsman.org.uk
To be reviewed quarterly