Complaints Procedure

Complaints Procedure

Advanced Vehicle Leasing is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

We will investigate all complaints competently, diligently, and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently, and promptly taking into account all relevant factors to ensure a fair outcome for you.

Step 1: Contact Us

If you have a concern with either your vehicle or the service you have received at Advanced Vehicle Leasing, please contact us. We are best placed to address your concerns.

To help us investigate and try to resolve your complaint, please provide us with the following information:

• Your name and address
• Details of how we can contact you
• A clear description of your complaint
• Details of what you would like us to do to rectify the situation
• Copies of any relevant supporting documentation

Step 2: Our commitment to you.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:

• within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
• keep you updated on the progress of your complaint, and
• within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Step 3: What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to raise the complaint with the British Vehicle Leasing Association, and we will enter an alternative dispute resolution. You can do this online at www.bvrla.co.uk or write to them at:

BVRLA
River Lodge
Badminton Court
Church Street
Amersham
Buckinghamshire
HP7 0DD

Step 4: What if I am still not satisfied?

You can then contact the Financial Ombudsman Service for an independent review by contacting them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 0234 567

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

Website: www.financial-ombudsman.org.uk