Our complaints handling procedure
If things go wrong, we'll do our best to sort them out for you
At First Vehicle Leasing Limited, our aim is to provide the best car leasing solutions and unbeatable service for our customers across the UK.
We hope you have no need to complain but if you have a complaint, you should let us know:
Tel: 0800 298 2030
Email: [email protected]
Post: First Vehicle Leasing, Enterprise House, Drumpellier Business Park, Glasgow Road, Coatbridge, ML5 1EL.
HOW WE WILL DEAL WITH YOUR COMPLAINT AND TIMESCALES INVOLVED
Regardless of the method by which you make your complaint, we will try to investigate and respond to it as quickly as possible. You will be informed of the name and position of the person handling your complaint.
If we are able to investigate and resolve your compliant within 3 working days, we will issue you with a summary resolution via email (or post, if requested) that details the outcome of our investigation and how to refer your complaint to the Financial Ombudsman Service should you later be dissatisfied with that resolution.
If it will take us longer than 3 business days to investigate your complaint, we will confirm this via email (or via post, if requested) with details of the person investigating and the likely timescales involved. It is possible that as part of our investigations we may need to ask you for more information. We will endeavour to keep you updated on the progress of the investigation, as appropriate.
We will issue you with a final response to your complaint via email (or via post, if requested) within 8 weeks of receiving it. Should we not issue a final response within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service.
We will only use the personal details you give us (when you make your complaint, or later on) to help us deal with your complaint as set out in this complaints handling procedure. The way we use your personal details will comply fully with the Data Protection Act 1998. For more details about how we use your personal details, please see our Privacy Policy at www.firstvehicleleasing.co.uk.
HOW WE WILL REACH OUR DECISION
When investigating your complaint, we will always take account of what you tell us. We will reach our final decision based on the outcome of our investigations and what you have told us.
We will assess complaints according to the law and the principles and guidance produced by our regulators - the Financial Conduct Authority.
INFORMING YOU ABOUT A DECISION
Our summary resolution or final response, dependant on the timescales noted above, will explain whether or not we have decided to uphold your complaint or not and the reasons why. Should we uphold your complaint, we will detail what we propose to do to resolve it.
WHAT IF YOU ARE NOT HAPPY WITH OUR FINAL DECISION?
Financial Ombudsman Service
If you are dissatisfied with our summary resolution or final response to your complaint, you have the right to refer it to the Financial Ombudsman Service.
You can also contact the Financial Ombudsman Service if you have not received a response from us within eight weeks from the date of your complaint.
We will fully co-operate with the Ombudsman in resolving any complaints made against us.
The Financial Ombudsman Service are available from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.
Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: [email protected]
Financial Ombudsman Service
Exchange Tower,
London,
E14 9SR
If we do change our decision, our letter will tell you what our revised decision is and how and why we reached it.
BVRLA Conciliation Service
As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or First Vehicle Leasing may refer any unresolved disputes to them.
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.
The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute.
Based on the information available, the BVRLA will provide both parties with its findings and recommendations.
The BVRLA aims to resolve complaints through their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings.
Website: www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html
E-Mail : [email protected]
If you do not have access to email, details can be sent by post to:
British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD