Complaints Procedure
Complaints Handling Procedure
It is the aim of Pink Vehicle Leasing 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.
Our Procedures
Your complaint will be referred to the Department Manager, as soon as possible. In the event that the Department Manager is involved in the subject matter of the complaint, your complaint will be referred to another member of the Senior Manager Team. We will also:
Acknowledge the complaint in writing promptly
Give details in our acknowledgement letter of the Financial Ombudsman Service
Make contact to seek clarification on any points where necessary
Fully investigate the complaint
Keep you informed of our progress
Discuss with you our findings and proposed response
You will receive an acknowledgement of your complaint within 2 business days. We will let you have our final response as soon as possible and not later than eight weeks
Definition of a Complaint
The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
The Financial Conduct Authority complaints rules apply to complaints:
Made by, or on behalf of an eligible complainant
Relating to regulated activity
Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience
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. 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.
Written complaints should be sent to: Pink Vehicle Leasing Southpoint House, Harcourt Way, Meridian Business Park, Leicester, LE19 1WP
Telephone complaints can be made to: 0116 402 6500
Email complaints can be made to: [email protected]
We will endeavour to resolve your issue at the earliest opportunity; therefore, you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days
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.
If you are still dissatisfied
If you are not satisfied with a decision taken by Pink Vehicle Leasing in respect of a complaint, you may also contact the BVRLA Conciliation Services. Complaints vis the mention con be submitted via email to [email protected] or in writing to:
BVRLA
River Lodge
Badminton Court
Amersham
HP70DD
You can visit www.bvrla.co.uk for more information
If you have a regulated contract you maybe eligible to refer the matter to the Financial Ombudsman Service. You can visit their website, where you will find more information on how to make a complaint and well as making a complaint online by visiting www.financial-ombudsman.org.uk. You must do this within six months of our final response
Financial Ombudsman Service ("FOS")
Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response. We would ask that you allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.
We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
Contact:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: [email protected]
Website: www.financial-ombudsman.org.uk