Complaints procedure

Complaints Handling Procedure

It is the aim of U.K.Car and Van Leasing Limited to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will 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 next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

To register a complaint contact us by either:
email sales@ukcarandvanleasing.co.uk
calling us on 01282 222082
or write to us at Gadshill, Favordale Road, Colne, Lancashire, BB8 7AG

If you have a regulated 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 our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.
Complaints procedure
Complaint can be made by letter, email or telephone at: Address: Uk Car and Van Leasing Limited Gadshill, Favordale, Road Colne, BB8 7AG,
Email : sales@ukcarandvanleasing.co.uk
Telephone: 01282 222082
We will acknowledge all complaints as quickly as possible. If its not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out a expected timescale by which matters should be resolved.
We aim to resolve all our customer complaints internal. If however the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact the Financial Ombudsman, details can be found at:http:www.financial-ombudsman.org.uk/contact/index.htmlNon Financial complaints can be directed at the Trading standards
The customer may also contact the BVRLA conciliation Service as an approved Alternative Dispute Resolution service.
Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.