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What to do if you have a complaint

Our complaints handling procedure

At First Vehicle Leasing, 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 by writing to us at: First Vehicle Leasing, 2 Baillieston Road, Glasgow, G32 0QF sending it for the attention of our Complaints Manager – Tony King. Alternatively you can phone us or you can send an email to CRM@fvl.co.uk

Timescales for dealing with your complaint

If you send us your complaint in writing, we will write to you within five working days to let you know we have received it. If you inform us of your complaint by telephone or in person we will write to you within five business days of you telling us. We will confirm in this letter the details of your complaint and ask that you write back to confirm to us that these details are correct.

If we cannot resolve your complaint within four weeks of receipt, we will write to update you about our investigation and to tell you when we will write to you informing you of our decision.

If we are unable to reach a decision sooner, we will contact you no later than eight weeks from the date we first received your complaint. We will then tell you what our final decision is or, if we have not been able to reach a resolution within this time we will give you details of the Financial Ombudsman Service which you can contact about your complaint.

How we will deal with your complaint

When we write to advise you we have received your complaint, we will tell you in that letter the name and job title of the person who is dealing with your complaint. If you have any queries while we are dealing with your complaint, you should contact the person named in that letter.

We will deal with your complaint as quickly as we can. If we have to make a lot of enquiries to investigate your complaint, it may take us longer to reach a decision. It is possible that as part of our investigations we may need to ask you for more information.

While we investigate your complaint we will keep you informed and you will not have to wait any longer than eight weeks to hear the outcome of our review.

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

If we can't reach a decision within eight weeks of receiving your complaint, we will write to you to explain the outcome of our investigation and what we propose to do about it. If we decide your complaint is unfounded, our letter will explain why.

What if you are not happy with our final decision?

If you disagree with our decision you should contact us in the first instance.

Financial Ombudsman Service

Alternatively, you can contact the Financial Ombudsman Service with your comments.

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.

You can call the Financial Ombudsman Service on 0800 023 4567. They’re available from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

Or you can fill out their on-line complaints form Here

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.

You can send any complaint to the BVRLA via:

E-Mail : complaint@bvrla.co.uk

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