Complaints Procedure
It is the aim of Vehicle Partners Ltd 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.
If you have a complaint
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, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
To help us to investigate and resolve your concerns as quickly as possible please 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
- Photocopies of any relevant paperwork
What we will do if we receive a complaint from you
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, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings and any actions undertaken.
Complaints which cannot be resolved within three business days
Complaints which cannot be resolved within three business days
Where our Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:
- Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution
- Provide you with details of our complaints handling procedures
- Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points
- Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered
Final response
Final response
Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full. We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of the final response letter or the right to use this service will be lost.
If we cannot resolve the complaint within eight weeks
If we cannot resolve the complaint within eight weeks
While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to you again. We will inform you of the reasons for the further delay and we will advise that if you are not satisfied with our progress, you may be entitled to refer the complaint to the Financial Ombudsman Service.
Closing a complaint
Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
Financial Ombudsman Service
Financial Ombudsman Service
If you have a regulated contract with us and are not satisfied with our final response you are 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 our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
British Vehicle Rental and Leasing Association (BVRLA)
British Vehicle Rental and Leasing Association (BVRLA)
You can make a complaint to the BVRLA. Established in 1967, the BVRLA is the UK trade body for companies engaged in vehicle rental, leasing and fleet management.You can visit their website for further details; BVRLA website. The association regulates the industry through its mandatory Codes of Conduct, which set out what a customer can expect when renting or leasing a vehicle.
If you see the BVRLA logo displayed in a branch or leaflet or on a website, it is your guarantee that you will receive the highest levels of service.
Any questions?
Any questions?
If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: info@vehicle-partners.co.uk Telephone: 01785 713657 Or write to us at: Meeson House, 76 Pinfold Lane, Penkridge, Stafford, ST19 5AP.
