Please find our complaints procedure and the process we take...
Purpose For informal or formal complaints about :-
- the delivery and quality of services received pre and post-delivery of a vehicle
- the delivery of a vehicle or
- any other matters relating to Leasing Options.
Grounds This procedure can be used for any complaint.
Process
The complaint is considered first by the Head of the appropriate department or service
(unless the complaint relates to that individual). If it is not resolved at that
level, a complainant can then write to the Managing Director using the Complaints
Form below. He will either deal with the matter himself or refer it to the appropriate
Department Manager.
If a complainant is still not satisfied with a decision taken in respect of a complaint
or appeal, they may contact the BVRLA directly who regulate the Leasing Industry.
Procedure
How to make an informal complaint? - Most difficulties can be resolved at an early
stage by talking informally with the individual(s) most concerned with the issue
at a local level, at the earliest opportunity. Leasing Options Switchboard Telephone
No. 0161 703 8744.
Stage 1 - How to make a formal complaint? If you have been
unable to resolve matters informally, you should initiate a formal complaint. You
should complete a complaints form link below- and write a letter/ email and send
it to the Head of Department concerned - as specified above.
Stage 2 - If you feel that the problem still has not been
resolved to your satisfaction or if your complaint relates to the Head of Department,
please send your letter/ email and completed form to the Managing Director. Again
you should expect an acknowledgement of your complaint within 5 working days and
a full written response within 28 days. If this is not possible you will be informed
in writing of the progress being made towards the consideration of your complaint
You need to provide the following information:-
- Details of the complaint
- An explanation of the steps you have already taken to try to resolve the complaint
- Where applicable, the form of resolution or redress sought.
You should keep copies of the information submitted for your records.
You should expect an acknowledgement of your complaint within 5 working days and
a full written response within 28 days. If this is not possible you will be informed
in writing of the progress being made towards the consideration of your complaint.
We aim to resolve all complaints within 15 working days of initial contact.
If a complainant is still not satisfied with a decision taken in respect of a complaint
or appeal, they may contact the BVRLA directly. (www.bvrla.co.uk)
Consumer Credit customers also have the legal right to refer unresolved disputes
to the Financial Ombudsman Service within 6 months from the date of the final decision
provide to the complainant.
If you urgently need to speak with someone please call:
08081 44 45 46