Central (UK) Vehicle Leasing – Complaints ProcedureĀ (April 2011)

Our commitment to customers

We aim to ensure that:

  • Making a complaint is as easy as possible
  • We treat your complaint seriously
  • We deal with your complaint promptly and in confidence
  • We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide.

It can be about anything and could include:

  • When we do not deliver a service on time
  • When we give you the wrong information
  • When you receive a poor quality service
  • When you have a problem with a member of staff

How to make a complaint?

If you wish to make a complaint you can contact our Customer Services Team in any of the ways listed below.

Or in writing to our Customer Services Team at
Central (UK) Vehicle Leasing Ltd,
Office 1 Badhan Court
Castle Street, Hadley
Telford, Shropshire
TF1 5QX

Your complaint will be fully investigated and a response issued within 10 working days. If you are unhappy with the response you can contact our Managing Director: Susan Badhan, Central (UK) Vehicle Leasing Ltd, Office 1 Badhan Court, Castle Street, Hadley, Telford, Shropshire, TF1 5QX

If you are still unhappy

If you are still unhappy with our response you can contact the BVRLA.

The BVRLA will not normally investigate a complaint unless the internal complaints procedure has been exhausted.

Details on how to complain to the BVRLA can be found at www.bvrla.co.uk

As a Consumer Credit Licence holder we do have certain obligations to the Financial Ombudsman Service. All Regulated Consumers may be eligible to refer their complaint to the Financial Ombudsman Service. This must be done within Six months of our final response. When submitting our final response to you we will include a copy of the Financial Ombudsman Serviceā€™s explanatory leaflet.

Response times

  • We will acknowledge receipt of your complaint within 2 working days.
  • We will issue a full response within 10 working days.
  • If there is a delay in responding we will keep you informed of our progress.

Comments

We are happy to receive any other comments on our service to customers.

Please contact us in any of the ways mentioned above or complete a comment card at our offices.