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Complaints Procedure

It is our aim to provide a very high standard of service to every customer. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

WHAT TO DO IF YOU HAVE A COMPLAINT

If you have a complaint about any aspect of our service, we would like to hear from you. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

Alternatively, you can contact us by telephone or in writing. Your complaint will be resolved by the appropriate person in the shortest possible time.

Our contact details are as follows:

To help us resolve your problem, you should provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your lease agreement details
  • Details of what you would like us to do to put things right
  • Copies of any relevant paperwork
  • Any other information that you think may be relevant

 

WHAT WE WILL DO IF WE RECEIVE A COMPLAINT FROM YOU

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 third business day following receipt, we will keep you informed of the progress. We will send you an acknowledgement within five business days from us receiving your complaint.

We will provide our final response in writing, including our findings and any actions we will take to put the matter right. We endeavour to send this final response within 10 business days of receipt of your complaint. The Financial Ombudsman Service requires that this final response must be sent within eight weeks of receiving the complaint.

WHAT TO DO IF YOU ARE NOT HAPPY WITH OUR DECISION

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter either to the Financial Ombudsman or to the BVRLA Conciliation Service.

BVRLA CONCILIATION SERVICE

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by contractcars.com.

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.

Details should be submitted by email to: 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

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from contractcars.com will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its finding and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service’s findings.

FINANCIAL OMBUDSMAN SERVICE

If you have a regulated consumer 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 a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the Financial Ombudsman at the following address:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line)

Tel: 0300 123 9123 (cheaper for those calling using a mobile)

Tel: 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you have any questions relating to our complaints handling procedure, please contact us on 0161 233 0044.