Complaints Procedure

Purpose

For informal or formal complaints about :-

• the delivery and quality of services received pre and post-delivery of a vehicle

• the delivery of a vehicle or

• any other matters relating Applied Leasing Ltd Customer Service

Grounds

This procedure can be used for any complaint.

Process

The complaint is considered first by the sales representative (unless the complaint relates to that individual). If it is not resolved at that level, a complainant can then write/phone to the Administration Department requesting a Complaints Form. The Administrator will then refer the matter to a Director.

If a complainant is still not satisfied with a decision taken in respect of a complaint or appeal, they may contact the BVRLA directly who regulate the Leasing Industry.

Procedure

How to make an informal complaint? - Please contact your sales representative, majority of complaints can be resolved amicably by talking informally with the individual(s) most concerned with the issue, at the earliest opportunity.  Please telephone 01952 403636

Stage 1 - How to make a formal complaint? If you have been unable to resolve matters informally, you should initiate a formal complaint. You should complete a complaints form, this can be obtained by telephoning the Administration department and/or write a letter/email and send it to the Administration Department - at Applied Leasing Ltd, Suite 3-10, Grosvenor House, Central Park, Telford. TF2 9TW. email: .

You need to provide the following information:-

Details of the complaint

An explanation of the steps you have already taken to try to resolve the complaint

Where applicable, the form of resolution or redress sought.

You should keep copies of the information submitted for your records.

You will receive an acknowledgement of your complaint within 5 working days and a full written response within 28 days. If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint. We aim to resolve all complaints within 15 working days of initial contact.

Stage 2 - If you feel that the problem still has not been resolved to your satisfaction or if your complaint relates to the Head of Department, please send your letter/ email and completed form to the Managing Director. Again you should expect an acknowledgement of your complaint within 5 working days and a full written response within 28 days. If this is not possible you will be informed in writing of the progress being made towards the consideration of your complaint

If a complainant is still not satisfied with a decision taken in respect of a complaint or appeal, you may contact the BVRLA directly. (www.bvrla.co.uk)

Consumer Credit customers also have the legal right to refer unresolved disputes to the Financial Ombudsman Service within 6 months from the date of the final decision provided to the complainant.

Contact

Administration Department or Managing Director

Suite 3-10, Grosvenor House, Central Park, Telford, Shropshire. TF2 9TW.