It is the aim of CC Leasing 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.
|1. Complaint received from customer (written or verbal)|
|2. Compliant logged in our complaints file|
|3. If the complaint is resolved to the customers satisfaction within a 24 hour period. We record this fact and update the complaints log accordingly and verbally inform the customer|
|4. If the complaint is resolved within 5 days. We update the complaints log and send an acknowledgement letter to the customer|
|5. If the complaint isn’t resolved within 5 days, we update our complaints log and we will investigate further. An acknowledgement letter is then sent to the customer confirming what we are doing|
|6. If the complaint is resolved within 7 weeks then we update the complaints log. We then send the customer a final decision letter confirming the outcome|
|7. If the complaint is not resolved after 7 weeks, we then send an 8 week letter with FOS referral rights explaining the customer’s statutory rights.|
If you have a complaint
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time.
To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:
- your full name and contact information
- full details of your complaint
- your agreement details
- details of what you would like us to do to put things right
- photocopies of any relevant paperwork
We will try to resolve your complaint immediately, however sometimes this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.
If you have a regulated consumer contract with us and are not satisfied with our final response, in the first instance you may be eligible to refer it to the BVRLA Conciliation Service:
Post: Chief Executive, British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD
Should the complaint still not be resolved, you may then be eligible to refer the complaint on, to the Financial Ombudsman Service:
Telephone: 0800 023 4 567
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.
If you have any questions in relation to our Complaints Handling Procedure, please contact us and we will be happy to assist you.
For Finance (Consumer Credit) Complaints:
In writing: Jeni Ambrose, Bourne House, 475 Godstone Road, Whyteleafe, SURREY CR3 0BL By phone: 020 8656 8136