Lease4Less Complaints Handling Procedure

Complaints Handling Procedure

It is the aim of Lease4Less 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.

Complaints Manager Contact Details

Name: Paul S Fitton
Telephone: 0161 507 8101
Address: Lease4Less, Repeat House, Bright Road, Eccles, Manchester. M30 0WG
E-mail: p.fitton@lease4less.org.uk

Our Procedure if you have a complaint

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable.

We will also:

• Where possible, issue a summary resolution communication if we are able to resolve the complaint and is accepted, within 3 business days.
• Acknowledge the complaint in writing within 5 working days.
• Give details in our acknowledgement letter of the Financial Ombudsman Service and the BVRLA (British Vehicle Rental and Leasing Association)
• Make contact to seek clarification on any points where necessary.
• Investigate the complaint within 8 weeks.
• In exceptional circumstances, if this is still under investigation after this date, we will issue a holding letter allowing us a further time to investigate the complaint thoroughly.
• Keep you informed of our progress.
• Discuss with you our findings and proposed response.

You can contact us via email, telephone or letter. Please see below.

Email: enquiries@lease4less.org.uk Telephone: 0161 507 8100
Write to us at: Lease4Less, Repeat House, Bright Road, Eccles, Manchester, M30 0WG

You will receive contact from us advising on the progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks, unless in exceptional circumstances further investigation is necessary.

We will be the first contact if you have any complaints. However, you can also refer your complaints to the Financial Ombudsman Service if:

• You have already received our final response. The complaint must be referred to the Financial Ombudsman Service no later than 6 months after the date on which we sent you the final response; or
• Eight weeks have lapsed since we received your complaint. However, the complaint will not be considered by the Financial Ombudsman Service if it is referred more than 6 years after the event complained of or more than 3 years from the date on which you should have reasonably become aware that you had cause for complaint.

Agent or Provider

Clients often express dissatisfaction to their agent about the product provider. We will need to establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.

Investigation

The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

 Eligible complainants are those who have a potential claim against a firm based whereby it believes he/she has suffered a financial loss due to poor advice or service that are:

• Private Individuals
• Companies within the EU definition of a microenterprise
• Charities with an income of under £1,000,000
• Trustees of a trust with assets of under £1,000,000
• Professional clients and eligible counterparties where the person is an individual acting for purposes outside his trade, business, craft or profession

 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;
• not resolved by close of business on the day following receipt;
• Referred directly to the Ombudsman Service which the complainant and the firm have both consented to the FOS investigating

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

 We must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:

• explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost

Analysis

A root cause analysis will be undertaken by the firm in the case of any complaint and this will be recorded with the appropriate action having been taken.

Closing a complaint

Where the firm has sent a final response; or where you have indicated in writing acceptance of the firm’s earlier response to confirm that you are satisfied with the findings of the investigations and any resolution.

We will consider the complaint closed once we have issued to you our final response letter.

BVRLA Conciliation Service

The BVRLA (British Vehicle Rental and Leasing Association) will aim to resolve the matter using the information presented by both parties to the dispute. Customers should send any evidence they wish to be considered with their complaint form, as the Conciliation Serviced is an evidence based service. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days

Contact:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD

Telephone 01494 434 747

Email complaint@bvrla.co.uk

Website www.bvrla.co.uk/advice/guidance/using-bvrlas-conciliation-service

Financial Ombudsman Service

If our final response is not acceptable to you then you may be able to refer this matter to the Financial Ombudsman Service – full details regarding the Financial Ombudsman Service will be sent to you as part of our response to your complaint, or at any other time if you ask us to do so.

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 the Ombudsman. We undertake to implement promptly any award made in your favour by the Financial Ombudsman Service

Contact

Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR (Monday to Friday –8am to 8pm and Saturday – 9am to 1pm)

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

Website: www.financial-ombudsman.org.uk

Contacting the FOS by Telephone 0800 023 4 567 - Calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone

0300 123 9 123 - Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

These numbers may not be available from outside the UK – so please call the Financial Ombudsman from abroad on +44 20 7964 0500

The Financial Ombudsman will be happy to phone you back, if you're worried about the cost of calling them.