Complaints Handling Procedure

It is the aim of Vehicle Consulting Solent 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.

What You Should Do if You Want to Complain

If you have a complaint about us, please let us know by writing to:

Vehicle Consulting Solent, Building 41 Newport Rd, Northwood, Cowes PO31 8BX

Alternatively, you can phone us on 01983 632652. Most issues can be resolved quickly by discussing them informally with your Account Manager.

Timescales for Dealing with Your Complaint

If you send us your complaint in writing, we will acknowledge receipt within five working days. If you inform us of your complaint by telephone or in person, we will write to you within five business days to confirm the details of your complaint and ask you to confirm these details are correct.

If we cannot resolve your complaint within four weeks of receipt, we will update you on our investigation and inform you when we expect to provide a final response. If we are unable to reach a resolution within eight weeks, we will give you details of alternative dispute resolution services available.

How We Will Deal with Your Complaint

When we acknowledge receipt of your complaint, we will inform you of the name and job title of the person handling it. If you have any queries during the process, you should contact this person. We aim to resolve your complaint as quickly as possible, but if our investigation requires extensive inquiries, it may take longer. We will keep you informed throughout the process and will resolve the issue within eight weeks.

We will only use your personal details to handle your complaint, in compliance with the Data Protection Act 1998. For more information, please see our Privacy Policy.

How We Will Reach Our Decision

We will consider all information you provide and assess complaints according to the law and the principles and guidance of our regulators, the Financial Conduct Authority (FCA).

Telling You About Our Decision

If we can’t reach a decision within eight weeks, we will explain the outcome of our investigation and our proposed resolution. If we decide your complaint is unfounded, we will explain why.

What if You Are Not Happy with Our Final Decision?

As a member of the British Vehicle Rental & Leasing Association, we are bound by their code of conduct, and you have access to their conciliation service. If you are unhappy with our response to your complaint, you will be able to refer the matter to the BVRLA. As an approved Consumer ADR body, they will independently review the matter and report their findings. More information about the conciliation service can be found on the BVRLA’s website. Using the BVRLA’s conciliation service does not in any way affect your right to refer the matter to the Financial Ombudsman Service if you are eligible.

complaint@bvrla.co.uk

British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP70DD

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.

Financial Ombudsman Service

You can also contact the Financial Ombudsman Service if you have not received a response within eight weeks or are dissatisfied with our final response. The Financial Ombudsman Service will call you back if you are worried about call costs.

– Financial Ombudsman Service Contact Details:

  – Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

  – Website: www.financial-ombudsman.org.uk

  – Phone: 0800 023 4567

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

This policy ensures compliance with relevant UK regulations and provides clear guidance for handling complaints related to leasing a new vehicle.

More questions?

If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing 

Email: solent@vehicleconsulting.com 

Telephone: 01983 632652 

Or write to us at: Building 41 Newport Rd, Northwood, Cowes PO31 8BX