Complaints Procedure
Complaints Procedure
Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, treated fairly and within an acceptable time frame.
The following process explains to you how we deal with complaints, our commitments to you and what remedy you have if you think your complaint has not been resolved to your complete satisfaction.
How to tell us if you have a complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact details are:
Complaints Department
Yes Lease Limited
The Phoenix Works
500 King Street
Stoke-On-Trent
ST3 1EZ Telephone: 01782 254444 What information do we need to address your complaint? To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information.
Exchange Tower
London
E14 9SR Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad) Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk BVRLA Conciliation Service As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Yes Lease Limited may refer any unresolved disputes to them. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities and Information) Regulations 2015. The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Nationwide Vehicle Contracts will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings. You can send any complaint to the BVRLA in writing via: Details should be submitted by email to: complaint@bvrla.co.uk If you do not have access to email, details can be sent by post to: British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD
Yes Lease Limited
The Phoenix Works
500 King Street
Stoke-On-Trent
ST3 1EZ Telephone: 01782 254444 What information do we need to address your complaint? To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information.
- Your full name and preferred contact details
- Full details of your complaint
- Copies of any relevant paperwork
- Photographic evidence of any complaint relating to vehicle damage/defects where applicable
- Any other information that you think may be relevant
- We will acknowledge your complaint usually within 24-48 hours and provide you with the name and title of the person handling your complaint via e-mail or telephone.
- We will send you written acknowledgement within 3 working days of receiving your complaint.
- Fully investigate your complaint with reference to other Yes Lease departments, Yes Lease staff and third parties where relevant.
- Keep you informed and fully updated regarding any progress.
- Discuss with you our findings and our proposed response.
- Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority.
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
- 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
- Indicate whether we consent to waive the relevant time limits
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
- We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service or the BVRLA Conciliation Service (depending on the type of complaint)
- Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
- Provide the relevant addresses of the Financial Ombudsman Service and the BVRLA Conciliation Service
- Refer to the availability of further information on the website of the Financial Ombudsman Service and the BVRLA Conciliation Service
Exchange Tower
London
E14 9SR Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad) Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk BVRLA Conciliation Service As a Leasing Broker member of the British Rental & Leasing Association (BVRLA) you or Yes Lease Limited may refer any unresolved disputes to them. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution For Consumer Disputes (Competent Authorities and Information) Regulations 2015. The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve matters using information presented by both parties to the dispute. Any information requested from Nationwide Vehicle Contracts will 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 their Conciliation Service within 30 days and members must comply with the Conciliation Service’s findings. You can send any complaint to the BVRLA in writing via: Details should be submitted by email to: complaint@bvrla.co.uk If you do not have access to email, details can be sent by post to: British Vehicle Rental and Leasing Association
River Lodge
Badminton Court
Amersham
HP7 0DD