Our top priority is to provide each and every one of our customers with the best service and experience, while adhering strictly to industry regulations and guidelines. However, if you are not satisfied with the service that you received or any other aspect of your dealings with Commercial Vehicle Contracts Ltd. and you wish to submit a complaint, please telephone us on 01424 863456 or write to us at the following address:

Commercial Vehicle Contracts Limited, The Landmark, 66 Sackville Road, Bexhill-on-Sea, East Sussex, TN39 3JD

Our complaints procedure

We will refer any complaint, verbal or written, to our complaint manager at the earliest opportunity or to a member of senior management if the complaints manager is unavailable. We will also: 

• Acknowledge the complaint in writing promptly
• Give details in our acknowledgement letter of the BVRLA and their Alternative Dispute Resolution service
• Give details in our acknowledgement letter of the Financial Ombudsman Service
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response in the requisite time frame

In the event we cannot resolve your complaint immediately, we will keep you updated on the progress. Our final response will be delivered as soon as possible and no later than eight weeks after we have received all information.   

Are you complaining about the adviser or provider?

It is possible for a customer to voice dissatisfaction with the product provider to their adviser. Your complaint must be established whether it relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay our investigation, and we will carry out our own investigation. If appropriate, the complaints manager will refer this complaint to the provider in consultation with you.   

Complaints investigation

The complaints manager will investigate the nature and scope of your complaint, taking into account the Financial Conduct Authority's guidelines, including:

• Dealing with complaints promptly and fairly
• Giving complainants clear replies and, where appropriate, fair redress 

Eligible complainants

We have a policy of treating all complainants equally, but eligible complainants 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 on a belief that they have suffered a financial loss due to poor advice or service and are one of the following:

• Private Individuals (consumers)Companies within the EU definition of a microenterprise
• Charities with revenue of under £1,000,000
• Trustees of trust with assets of under £1,000,000

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

Final response

This will outline clearly the firm's decision and its reasoning. A clear calculation method will be shown if compensation is offered.   

The final response to an eligible complainant regarding a regulated activity must give details of the BVRLA Alternative Dispute Resolution service as well as the Financial Ombudsman Service. Thus, we will explain that the complainant must refer the matter to the Ombudsman within six months of the date of this letter, failing which, the right to use this service will be lost.

Analysis

For any complaint, the firm will conduct a root cause analysis and it will be recorded with the appropriate action taken.   

Closing a complaint

Upon receiving confirmation from you that you are satisfied with the findings of the investigation and any resolution, the complaint will be closed. 
If no response is received from you within 8 weeks of the firm's most recent letter, the complaint is also considered closed. 
In the event that the complaint remains unresolved after completing the above process, you can refer the matter to either the BVRLA or the Financial Ombudsman Service whom both offer Alternative Dispute Resolution (ADR) for unresolved or unsatisfactorily resolved complaints. 

BVRLA – primary dispute conciliation provider

The Government has approved the BVRLA as an alternative dispute resolution body for consumer disputes under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. A dispute may be referred to the BVRLA by either the customer or the member involved, but the member cannot initiate a complaint against the customer. 
  
Details can be sent by post, e-mail or by telephone to: 

British Vehicle Rental & Leasing Association (BVRLA), River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD

Tel: 01494 434747 

Email: [email protected]

What is covered under the conciliation service? 

The Conciliation Service will investigate potential breaches of the Codes of Conduct, which outline the standards the BVRLA expects from its members. Only disputes arising from the activities of BVRLA members can be considered by the Conciliation Service. 

Refunds 

If the Conciliation Service finds in favour of the customer, we will ensure that any unjustified charges incorrectly raised by the member are refunded in full. No judgment can be made as to the amount charged by the service, only as to whether or not the charge was correctly raised.   

Compensation 

The Conciliation Service has no authority to award compensation. 

No restriction of rights 

Members of the BVRLA must follow the rulings of the Conciliation Service. A complainant's right to seek remedies through the courts is not restricted by the use of the Conciliation Service. Customers are not required to retain a lawyer but may seek independent legal advice or be assisted or represented by a third party at any stage of the process.   

Financial Ombudsman Service – dispute conciliation provider

Our firm must cooperate fully with the Ombudsman in resolving any complaints made against it, and we agree to abide by any award made by the Ombudsman. 

Our commitment is to pay promptly the fees assessed by the Ombudsman. 

Address: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, Isle of Dogs, London E14 9SR

Tel: 0800 023 4567, 0845 080 1800, 020 7964 0500 

Email: [email protected]

General enquiry online: online enquiry form

Website: www.financial-ombudsman.org.uk

 

If you have any other questions regarding our complaints procedure, feel free to contact us.

Contact Form